Enable job alerts via email!

Customer Success

Ataccama

Toronto

Hybrid

CAD 50,000 - 80,000

Full time

2 days ago
Be an early applicant

Boost your interview chances

Create a job specific, tailored resume for higher success rate.

Job summary

Ataccama is seeking a Technical Support Specialist to lead investigations into high-priority incidents and enhance customer satisfaction. Candidates should possess a Bachelor’s degree in Computer Science or equivalent, with 2-5 years of experience in software troubleshooting and a customer-centric approach. This role involves close collaboration with internal teams and offers various benefits, including flexible working, professional development opportunities, and health benefits.

Benefits

Flexible Time Off (FTO)
Long-Term Incentive Program
Global Family Support Program
Corporate discounts on travel and shopping
Health, vision, and dental benefits
Annual mental health support package
Conference tickets
Online courses & Udemy access
Kitchen stocked with refreshments

Qualifications

  • 2-5 years experience in technical support, IT operations, or software troubleshooting.
  • Experience in handling high-pressure situations.
  • Hands-on experience with databases and API testing.

Responsibilities

  • Analyze support requests and triage product issues.
  • Take ownership of high-priority incidents and manage escalations.
  • Provide mentorship and training to L1 engineers.

Skills

Technical support
Software troubleshooting
API testing
Database management
Incident management
Customer service

Education

Bachelor’s Degree in Computer Science
Technical certifications (AWS Cloud Practitioner, Linux+, ITIL)

Tools

Jira
Zendesk
ServiceNow

Job description

  • Analyze support requests and triage product issues to relevant department
  • Take ownership of high-priority incidents by leading technical investigations, escalating to Engineering when necessary, and ensuring timely resolution
  • Reproduce customer issues in internal environments
  • Lead customer meetings during critical incidents
  • Work on escalated customer issues involving complex Ataccama product configurations and third-party integrations
  • Proactively manage assigned support queue to ensure timely resolution of tickets
  • Continuously educate on Ataccama products and related third-party software
  • Provide mentorship and training to L1 engineers to enhance team performance
  • Drive process optimization initiatives to improve customer experience by reducing response times, and enhancing ticket triaging efficiency.
  • Proactively contribute to internal documentation, best practices, and knowledge sharing
  • Close collaboration with internal teams (Sales, Customer Success, Product, Engineering) to ensure customer success

Is This You?

  • Bachelor’s Degree or Diploma in Computer Science, Information Technology / Quality Assurance, Computer Technician, or related fields or equivalent experience with technical certifications AWS Certified Cloud Practitioner, Linux+, ITIL)
  • 2-5 years in a technical support, IT operations, or software troubleshooting role
  • Experience working with ticketing systems like Jira, Zendesk, or ServiceNow
  • Experience troubleshooting application issues, working with logs, and analyzing errors
  • Experience in handling high-pressure situations and escalations
  • Maintain excellent CSAT score and demonstrate customer centricity
  • Hands-on experience with databases, API testing, Linux
  • Prior experience supporting SaaS, PagerDuty, enterprise software, or cloud platforms (AWS, Azure, GCP)
  • Company laptop
  • Personal cell phone contribution
  • 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
  • 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

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. Apply now Go to open positions

Get your free, confidential resume review.
or drag and drop a PDF, DOC, DOCX, ODT, or PAGES file up to 5MB.

Similar jobs

Customer Success Associate (Contract)

Xello

Toronto null

Remote

Remote

CAD 70,000 - 75,000

Full time

Yesterday
Be an early applicant

Sr. Manager, Customer Success I Remote (Canada Based)

Get Levrg

Toronto null

Remote

Remote

CAD 75,000 - 100,000

Full time

6 days ago
Be an early applicant

Customer Success Advocate

Deel

Toronto null

Remote

Remote

CAD 45,000 - 60,000

Full time

Yesterday
Be an early applicant

Digital Marketing Customer Success Manager (Remote)

sMedia

Toronto null

Remote

Remote

CAD 60,000 - 85,000

Full time

5 days ago
Be an early applicant

Digital Marketing Customer Success Manager (Remote)

Smedia

Toronto null

Remote

Remote

CAD 70,000 - 90,000

Full time

6 days ago
Be an early applicant

Senior Account Manager

Loopio Inc.

Toronto null

Remote

Remote

CAD 70,000 - 100,000

Full time

Today
Be an early applicant

Social Media Manager

Loopio

Toronto null

Remote

Remote

CAD 70,000 - 100,000

Full time

3 days ago
Be an early applicant

Client Engagement Manager

Foundant Technologies, Inc.

Toronto null

Remote

Remote

CAD 70,000 - 100,000

Full time

2 days ago
Be an early applicant

Marketing Specialist

ODRA Road Sweepers

Toronto null

Remote

Remote

CAD 68,000 - 80,000

Full time

2 days ago
Be an early applicant