Software Support Engineer

As a Software Support Engineer at Ataccama, your primary responsibilities include assisting customers with technical issues, representing Ataccama during daily communications via JIRA and Zoom, and resolving support tickets. You will also analyze support requests, suggest workarounds, collaborate closely with various internal teams, and continuously expand your knowledge of our products and related third-party software.

To apply for the Software Support Engineer role at Ataccama, you should have a minimum of 2 years of experience in a customer-facing technical support role, excellent interpersonal skills, and knowledge in SQL and relational databases. Familiarity with APIs, Linux shell commands, and strong English communication skills, both written and spoken, are essential for success in this position.

At Ataccama, we believe in nurturing our talent, and as a Software Support Engineer, you’ll have access to numerous professional development resources. We offer online courses, company access to Udemy, and conference tickets to industry events to help you hone your skills and advance your career within the data management field.

Ataccama provides a dynamic and supportive environment where Software Support Engineers thrive. With our core values of collaboration and customer-centric service, you’ll be part of a talented international team. We also offer flexible working hours, a generous vacation policy, and various perks like a mental health support package and a Global Family Support Program to help you balance work and personal life.

As a Software Support Engineer at Ataccama, you’ll leverage various tools and technologies, including JIRA for ticket management, Zoom for customer communications, and you’ll work with APIs (SOAP/REST/JSON), SQL databases, and Linux shell commands. Your technical proficiency with these systems will enhance your capability to troubleshoot and resolve client issues efficiently.

Certainly! In my previous role, I worked directly with customers to troubleshoot software issues, which required a blend of technical knowledge and excellent communication skills. I used tools like JIRA to manage tickets and ensured timely follow-ups to enhance customer satisfaction.

I approach problem-solving by first understanding the issue from the customer's perspective and then digging into the technical details. I break down problems into manageable steps, prioritize tasks, and leverage resources, including documentation, to ensure efficient resolution.

In my previous positions, I regularly utilized SQL to run queries and manage data within relational databases. This experience has given me a solid understanding of database structures, which helps in troubleshooting data-related issues for clients.

One memorable challenge involved a client's integration issue with our software and their existing systems. I worked closely with our engineering team to dissect the problem, communicated with the client regularly, and provided interim solutions until we resolved the core issue, which ultimately strengthened our relationship.

I prioritize tasks by assessing the urgency and impact of each issue. Critical issues that affect client operations receive immediate attention, while less urgent queries may be scheduled accordingly. I also ensure to keep clients updated on timelines and progress.

I am familiar with several ticket management tools, with significant experience using JIRA. This platform has allowed me to effectively track, manage, and resolve support requests while maintaining clear communication with clients regarding their status.

I actively seek out training resources, participate in workshops, and engage with online learnings to deepen my technical knowledge. Sharing insights with colleagues is essential too, as collaborative learning often leads to better solutions and innovations.

In my last role, I noticed many recurring inquiries were not fully addressed in our documentation. I proposed an overhaul of the troubleshooting guides, leading to an increase in first-contact resolutions and overall customer satisfaction.

The key to excellent customer service in a technical support setting is to actively listen to the customers' needs, empathize with their challenges, and communicate transparently throughout the resolution process to build trust and rapport.

I stay focused and organized during high-pressure situations by maintaining a calm demeanor and working systematically through the challenges faced. Utilizing time management and clear communication helps to effectively address customer needs, even under tight deadlines.