Software Support Engineer

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 The L1 Software Support Engineer serves as the first point of contact for customers and internal teams, providing technical assistance, troubleshooting, and resolving issues related to Ataccama technologies. This role requires strong problem-solving skills, a customer-oriented mindset, and a willingness to learn. Your Challenge Serve as the first point of contact for customer support requests via Jira. Troubleshoot, diagnose, and resolve technical issues related to Ataccama products and their integration with supported third-party software. Answer product-related "how-to" questions and suggest possible workarounds. Accurately analyze and *escalate* product bugs, complex incidents, and service requests to L2 engineers or Engineering, ensuring all relevant details are included. Continuously educate oneself on Ataccama products and related third-party software. Maintain and update internal knowledge base articles based on resolved cases. Work closely with internal teams (Account Managers, Consultants, Engineers) to ensure customer success. Actively engage in training sessions and mentorship from senior team members to build expertise in Ataccama technologies and advance to L2 roles. Proactively manage assigned support queue to ensure timely resolution of tickets. Participate in customer meetings when required for issue resolution. Participate in optional on-call rotations for emergency support, with additional compensation. Is This You? 1-2 years of application support experience Strong troubleshooting and analytical abilities. Excellent communication skills, both written and verbal. Ability to prioritize and manage multiple tickets in a fast-paced environment. Familiarity with Jira or similar ticketing systems (advantageous). Eagerness to learn new technologies and continuously improve technical expertise. This posting is a genuine, active position in Ataccama. The total compensation range for this full-time role is $70,000-$80,000 CAD annually. Your exact offer depends on the scope of the role, your experience, and the skills you bring. Base salary is just one part of your compensation & wellbeing package- you will also receive flexible time off, health benefits, an equity grant, and many other perks. 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 RRSP plan available 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 Work Equipment Company laptop Company mobile phone At Ataccama, our core values are Candid & Caring, so we are upfront about our process and details that are important to you. We sometimes use AI tools to help us with things like reviewing applications, taking notes from screening conversations, scheduling interviews, or supporting assessments. These tools make the process smoother and fairer — but don’t worry, they never make the final decision. Every hiring decision is made by our Talent Acquisition Partners and Hiring Managers, with AI only acting as a helpful assistant. We believe technology should support the process, not replace the human touch. We currently use an AI-assisted tool, Metaview, to help document our interview notes. If you have any questions or concerns, feel free to reach out to us at jobs@ataccama.com, making reference to AI Act Inquiry in the subject line. While we highly value cooperation with all our business partners, we don’t accept unsolicited resumes from any sources other than directly from a candidate. We reserve the right not to pay any fee for sending an unsolicited offer containing the details or resume of a job candidate, even if the relevant candidate is employed by our company. #J-18808-Ljbffr