L2 Software Support Engineer

Ataccama; Toronto; Hybrid; CAD 65,000 - 85,000; Full time

Job summary

Ataccama is seeking an L2 Software Support Engineer responsible for managing complex technical support cases and mentoring junior members. This role involves analyzing support requests, leading investigations, and driving enhancements to ensure top-notch customer service. Join a leading company that values teamwork and innovation in the data quality industry.

Benefits

Long-Term Incentive Program

Flexible Time Off (FTO)

5 sick days

Global Family Support Program

"Bring Your Friend" referral program

Flexible working hours & hybrid work setup

Annual package for mental health support

Corporate discounts on various services

Health, vision, and dental benefits

Online courses & access to Udemy

Qualifications

• 2-5 years in technical support or software troubleshooting.
• Experience with high-pressure situations.
• Hands-on experience with databases and cloud platforms.

Responsibilities

• Analyze and triage support requests and product issues.
• Lead technical investigations for high-priority incidents.
• Continuously educate on Ataccama products and third-party software.

Skills

Troubleshooting

Customer Centricity

Database Management

API Testing

Education

Bachelor’s Degree or Diploma in Computer Science

AWS Certified Cloud Practitioner

Linux+

ITIL

Tools

Jira

Zendesk

ServiceNow

Job description

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 L2 Software Support Engineer handles complex technical support cases, mentors junior team members, and contributes to process improvements within the Support organization. This role requires deep product knowledge, strong troubleshooting skills, and the ability to work under pressure.

Your Challenge

• 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 (e.g., 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)

Work equipment

• Company laptop
• Personal cell phone contribution

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
• 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.