Staff Technical Support Engineer

Data is at the core of modern business, yet many teams struggle with its overwhelming volume and complexity. At Atlan, we’re changing that. As the world’s first active metadata platform, we help organisations transform data chaos into clarity and seamless collaboration.

From Fortune 500 leaders to hyper-growth startups, from automotive innovators redefining mobility to healthcare organisations saving lives, and from Wall Street powerhouses to Silicon Valley trailblazers — we empower ambitious teams across industries to unlock the full potential of their data.

Recognised as leaders by Gartner and Forrester and backed by Insight Partners, Atlan is at the forefront of reimagining how humans and data work together. Joining us means becoming part of a movement to shape a future where data drives extraordinary outcomes.

As a Staff Technical Support Engineer at Atlan, you will serve as a technical leader and escalation expert within the support team. This role is ideal for a support professional who thrives on solving complex issues, mentoring others, and shaping the future of support in the modern data stack ecosystem. You'll play a pivotal role in managing critical customer escalations, guiding internal stakeholders, and driving continuous improvement in our product, processes, and team capabilities. This is a high-impact, hybrid role requiring deep technical expertise, strong cross-functional collaboration, and a growth mindset.

What will you do? 🤔

• Own and resolve the most complex technical escalations, working hands-on with Atlan’s platform, integrations, and cloud-native infrastructure (e.g., Kubernetes, ArgoCD, SQL parsing, and application performance diagnostics).

• Serve as the escalation point for frontline support engineers and collaborate closely with Engineering Managers, Product Managers, and other internal teams.

• Conduct deep investigations into product issues and contribute actionable bug reports, often down to the code level, to accelerate resolution.

• Lead by example in technical troubleshooting, providing mentorship and technical training to junior support engineers.

• Design and maintain advanced internal knowledge assets—including SME content, training modules, and escalation playbooks.

• Advocate for customers by identifying trends and suggesting improvements to product features and support processes.

• Contribute to support operations by proposing and implementing scalable systems and tools to improve response efficiency.

• Engage directly with customers as needed, especially in high-stakes or ambiguous situations, while guiding the team on customer engagement best practices.

• Challenge the status quo—driving retrospectives, continuous learning, and innovation within support.

• Model and promote AI-native thinking: identify or build AI-first solutions to improve support workflows.
  

What makes you a great match for us? 😍

• 7+ years in technical support roles, ideally within the modern data stack ecosystem.

• Proven success in managing cross-functional escalations involving engineering, product, and customer-facing teams.

• Strong technical depth across areas such as Kubernetes, containerized networking, ArgoCD, cloud platforms (AWS, GCP, Azure), and SQL.

• Ability to read and navigate complex codebases—regardless of language—and contribute meaningful insights to engineering.

• Experience in metadata management platforms or data catalogs is a strong plus.

• Demonstrated experience mentoring or training peers, including building SME programs or onboarding curricula.

• Strong analytical and diagnostic skills; thrives in ambiguous, high-pressure situations.

• Comfortable navigating and influencing internal stakeholders to drive customer success.

• Passionate about reimagining the support experience—especially in an AI-first world.

• Excellent communication skills, both written and verbal, and a collaborative, empathetic approach.

Why Atlan for You?

At Atlan, we believe the future belongs to the humans of data. From curing diseases to advancing space exploration, data teams are powering humanity's greatest achievements. Yet, working with data can be chaotic—our mission is to transform that experience. We're reimagining how data teams collaborate by building the home they deserve, enabling them to create winning data cultures and drive meaningful progress.

Joining Atlan means:

1. Ownership from Day One: Whether you're an intern or a full-time teammate, you’ll own impactful projects, chart your growth, and collaborate with some of the best minds in the industry.