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10 days ago
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Requirements and responsibilities
The RoleAtomic is seeking an early-career Support Engineer to ensure the reliable operation of our platform for financial institution customers post-launch. This customer-facing role involves actively triaging and troubleshooting technical issues, communicating effectively, and collaborating closely with our Engineering and Product teams to drive continuous platform improvements. The role also includes supporting the handoff from implementation to support and assisting with technical integration queries (e.g., APIs, webhooks, and authentication setup) as required.What You’ll DoTriage and resolve inbound technical tickets in our support system, following SLAs and internal escalation pathsTroubleshoot issues end-to-end: reproduce problems, ask great clarifying questions, gather details, review logs/traces/metrics, and document findings clearlyEscalate effectively to Engineering with high-quality context (steps to reproduce, expected vs. actual behavior, timestamps, environment details, customer impact)Participate in incident response: help collect information, post customer-facing updates, and contribute to post-incident follow-ups (runbooks, knowledge base articles, monitoring improvements, etc.)Support customers with integration and configuration troubleshooting (e.g., API requests, webhooks, auth-related setup) using clear, customer-friendly explanations.Write and maintain documentation: knowledge base articles, troubleshooting guides, and internal runbooks.Identify recurring issues and trends, and help improve processes, tooling, and product reliability over time.Handle sensitive data appropriately and follow Atomic’s security and privacy policies for regulated customers.About You0–2 years of experience in a customer-facing technical role (support, technical account work, helpdesk, NOC/SOC, internships), or equivalent hands-on experience demonstrated through projects/coursework.Strong troubleshooting fundamentals and curiosity: you enjoy debugging, forming hypotheses, and learning how systems work.Strong written communication: you can write crisp customer updates and clear internal notes.Organized and dependable: you can juggle multiple tickets, follow through, and keep stakeholders informed.Comfortable collaborating across teams and receptive to feedback/coaching.Nice-to-havesExperience with APIs (HTTP basics, JSON), webhooks, and tools like Postman/curl.Familiarity with auth concepts (SSO/SAML, OAuth/OIDC) or a desire to learn.Basic SQL skills.Exposure to observability tools (Mixpanel, Sentry, Grafana, etc.).CompensationBase Salary: $70,000 - $80,000. This range reflects the good-faith hiring base salary range for this position. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, internal equity, as well as candidate qualifications such as skills, experience, and education/training.Benefits and PerksMedical, dental, vision and 401(k)Opportunities for equity through stock optionsRemote first workplaceUnlimited PTO, 10 company-paid holidays, & office closure between Christmas and New YearContinuing educationPaid parental leave
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