Support Engineer

Job not on LinkedIn

🔥 44 minutes ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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Atomic

WebsiteLinkedInAll Job Openings

51 - 200 employees

💳 Fintech

🤝 B2B

🏦 Banking

Fintech • B2B • Banking

Atomic is a financial technology company that provides users with effortless management of their banking needs, including direct deposit switching, subscription management, and payment updates. Through Atomic's platform, users can easily link their payments and bills, manage subscriptions, and verify income and employment, all while gaining insights into their spending habits. The company aims to enhance customer engagement for financial institutions by offering comprehensive tools for managing finances seamlessly.

📋 Description

• 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.

🎯 Requirements

• 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 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. • 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.).

🏖️ Benefits

• Medical, dental, vision and 401(k) • Opportunities for equity through stock options • Remote first workplace • Unlimited PTO, 10 company-paid holidays, & office closure between Christmas and New Year • Continuing education • Paid parental leave