Software Support Engineer II

Job Responsibility: We are Ataccama , and we are on a mission to power a better future with data. Our product enables both technical and less technical ‘data people' across their organizations to create high-quality, governed, safe, and reusable data products. It's what made us a Leader in the Gartner Magic Quadrant® for Data Quality Solutions™, and what inspired Bain Capital Tech Opportunities to invest in our future growth. Our vision is to be the leading AI-powered cloud data management company and to do that, we're making Ataccama a great place to work and grow. Our people are located across the globe. They succeed by collaborating as a team and thrive in our company culture defined by these core values: Challenging Fun ONE Team Customer Centric Candid and Caring Aim High Do you like figuring out the best solutions to customer's challenges? Do you have a passion for technology and solving technically complex issues? Interested in the data management field? You will be the first point of contact for our clients and will work across our internal support and product teams to ensure their success with, and enjoyment of, our products. If you have logical problem solving abilities, a can-do, helpful attitude, and are a life-long learner, join us! Ataccama Support is an international team of talented and friendly people located in Toronto, Prague, Sofia and Hanoi, who thrive in a fast-paced environment and are always willing to go the extra mile. Ataccama Service and Support is rated 4.5 out of 5 on Gartner Peer Insights Reviews, and we're proud of what we do. Join Ataccama, the Leader in the 2024 Gartner Magic Quadrant® for Augmented Data Quality Solutions™ for a 3rd consecutive time.

Your challenge:

• Act as a technical expert for Ataccama customers, solving complex issues involving our Java-based application.
• Analyze and troubleshoot complex application logs, including interpreting stack traces, understanding error codes, and identifying root causes such as misconfigurations, service availability issues, or networking failures.
• Continuously expand your knowledge of Ataccama products and related third-party software, including but not limited to database management systems, identity and access management providers, and web application servers.
• Accurately analyze and escalate product bugs, complex incidents, and service requests to senior engineers or Engineering, providing detailed assessment, reproducible steps and all relevant details.
• Handle escalations and own critical issues through resolution by leading customer meetings and managing stakeholder expectations.
• Suggest product improvements based on support trends and customer feedback.
• Collaborate closely with internal teams including Product, Engineering, and CloudOps to escalate, track bug or enhancement requests to ensure Customer Success.
• Drive improvements to knowledge base and internal processes.
• Manage and prioritize tasks while fulfilling SLAs autonomously.

Is this You?

• 3+ years of experience in a technical application support or software troubleshooting role.
• Expertise in troubleshooting Java based applications and interpreting detailed Java logs and stack traces.
• Strong working knowledge of SQL and relational databases; Linux proficiency.
• Familiar with web application environments, integration with identity and access management (e.g., SSO), and networking.
• Comfortable working with REST or GraphQL APIs, XML and JSON data structures.
• You've supported enterprise-grade, production environments and know what's at stake.
• You take ownership, thrive under pressure, and communicate clearly under all circumstances.

Work equipment

• Company laptop
• Company mobile phone

Perks & Benefits

• Perks & Benefits
• Long-Term Incentive Program
• Get paid vacation plus the freedom of Flexible Time Off (FTO)—a policy that lets you take additional time off when needed, supporting your work-life balance and well-being
• 5 sick days
• The Global Family Support Program - a paid leave program to help all parents focus on the new addition to their family
• "Bring Your Friend" referral program
• Flexible working hours & hybrid work setup
• Annual package for mental health support
• Corporate discounts on travel, fitness, attractions, and shopping
• Health, vision, and dental benefits
• Conference tickets to the best industry events of the year
• Online courses & company access to Udemy to hone your skills
• Kitchen stocked with fresh fruit and juice, teas, and the best coffee