Support Engineer

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 tro...