Atomic
Engineering
SupportEngineer
Neural analysis suggests this role is
optimal for Entry candidates.
“Support Engineer at Atomic. Skills: troubleshooting, customer support, technical issue resolution, collaboration, documentation. Triage and resolve inbound technical tickets in our support system, following SLAs and internal escalation paths. Troubleshoot issues end-to-end”
What You'll Achieve.
ensure the reliable operation of our platform for financial institution customers post-launch; drive continuous platform improvements; following SLAs and internal escalation paths; help improve processes, tooling, and product reliability over time
Industry & Context.
troubleshooting fundamentals; curiosity; enjoy debugging; forming hypotheses; resolve inbound technical tickets; Troubleshoot issues end-to-end; Escalate effectively to Engineering; Participate in incident response; Support customers with integration and configuration troubleshooting; Identify recurring issues and trends
Handle sensitive data appropriately and follow Atomic’s security and privacy policies for regulated customers
What They're Looking For.
Must Have
0–2 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, troubleshooting fundamentals and curiosity, written communication, Organized and dependable, Comfortable collaborating across teams and receptive to feedback/coaching
Nice to Have
Experience 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.)
What You'll Do.
Triage and resolve inbound technical tickets in our support system
following SLAs and internal escalation paths
Troubleshoot issues end-to-end
Escalate effectively to Engineering with high-quality context
Participate in incident response
Support customers with integration and configuration troubleshooting
Write and maintain documentation
Identify recurring issues and trends
Handle sensitive data appropriately and follow Atomic’s security and privacy policies
How You'll Work.
Team & Collaboration
collaborating closely with our Engineering and Product teams; Escalate effectively to Engineering; Participate in incident response; Comfortable collaborating across teams
Communication Scope
communicating effectively; ask great clarifying questions; document findings clearly; high-quality context; post customer-facing updates; clear, customer-friendly explanations; written communication; crisp customer updates; clear internal notes
Full Job Description
SUPPORT ENGINEER THE ROLE Atomic 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 DO - Triage and resolve inbound technical tickets in our support system, following SLAs and internal escalation paths - Troubleshoot issues end-to-end: reproduce problems, ask great clarifying questions, gather details, review logs/traces/metrics, and document findings clearly - Escalate 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 YOU - 0–2 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 a
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