Manager, Technical Support

Data is at the core of modern business, yet many teams struggle with its overwhelming volume and complexity. At Atlan, we’re changing that. As the world’s first active metadata platform, we help organisations transform data chaos into clarity and seamless collaboration.

From Fortune 500 leaders to hyper-growth startups, from automotive innovators redefining mobility to healthcare organisations saving lives, and from Wall Street powerhouses to Silicon Valley trailblazers — we empower ambitious teams across industries to unlock the full potential of their data.

Recognised as leaders by Gartner and Forrester and backed by Insight Partners, Atlan is at the forefront of reimagining how humans and data work together. Joining us means becoming part of a movement to shape a future where data drives extraordinary outcomes.

Overview

At Atlan, we are redefining how data teams collaborate, and world class technical support is at the heart of that mission. As the Manager, Technical Support, you will build and lead a high performing, distributed support team that serves as the voice of the customer. You will ensure every interaction drives trust, adoption, and value realization, directly impacting customer retention and Atlan’s growth.

This is a critical leadership role within a larger Support Leadership team, who owns our support strategy, processes, and tools, and has the chance to shape how thousands of data teams around the world experience Atlan.

What You’ll Do 🚀

• Build and Scale the Team: Hire, mentor, and retain technical support engineers. Foster a culture of empathy, accountability, and continuous learning.
  

• Own Support Processes: Design and optimize workflows, SLAs, and escalation paths. Leverage automation and AI to drive efficiency and scale.
  

• Drive Customer Satisfaction: Own key KPIs (CSAT, time to resolution, self service adoption) and implement strategies that measurably improve the customer experience.
  

• Act as an Escalation Leader: Represent Atlan in high stakes situations, ensuring timely resolution of critical customer issues and executive level escalations.
  

• Collaborate Across Teams: Partner with Product, Engineering, and Customer Success to resolve complex cases, share customer insights, and influence the roadmap.
  

• Build Self Service Muscle: Develop and maintain a rich knowledge base, FAQs, and troubleshooting guides to empower customers to resolve issues independently.
  

• Manage Tools and Data: Evaluate, implement, and manage support platforms and technologies. Analyze trends in support requests to surface insights for product quality and usability improvements.

What Makes You a Great Fit 🌟

• Experience: 5+ years in technical support, with at least 2+ years leading high performing teams for complex SaaS, data, or cloud platforms.
  

• Technical Depth: Strong ability to troubleshoot SaaS environments, APIs, logs, integrations, and cloud infrastructure.
  

• Leadership: Proven success building and managing distributed teams. Skilled at coaching ICs and developing future leaders.
  

• Strategic Mindset: Data driven operator who can balance strategic improvements with hands on firefighting.
  

• Customer Obsession: Passionate about delivering exceptional experiences and advocating for customers.
  

• Collaboration: History of influencing product and engineering decisions through customer insights.
  

• Tools: Hands on experience with support ticketing systems (e.g., Zendesk, Jira Service Management) and automation or AI driven support solutions.
  

• Bonus: Familiarity with data concepts such as metadata management, data governance, and data catalogs.

Why Atlan for You?

At Atlan, we believe the future belongs to the humans of data. From curing diseases to advancing space exploration, data teams are powering humanity's greatest achievements. Yet, working with data can be chaotic—our mission is to transform that experience. We're reimagining how data teams collaborate by building the home they deserve, enabling them to create winning data cultures and drive meaningful progress.

Joining Atlan means:

1. Ownership from Day One: Whether you're an intern or a full-time teammate, you’ll own impactful projects, chart your growth, and collaborate with some of the best minds in the industry.

2. Limitless Opportunities: At Atlan, your growth has no boundaries. If you’re ready to take initiative, the sky’s the limit.

3. A Global Data Community: We’re deeply embedded in the modern data stack, contributing to open-source projects, sponsoring meet-ups, and empowering team members to grow through conferences and learning opportunities.

As a fast-growing, fully remote company trusted by global leaders like Cisco, Nasdaq, and HubSpot, we’re creating a category-defining platform for data and AI governance. Backed by top investors, we’ve achieved 7X revenue growth in two years and are building a talented team spanning 15+ countries.

If you’re ready to do your life’s best work and help shape the future of data collaboration, join Atlan and become part of a mission to empower the humans of data to achieve more, together.

We are an equal opportunity employer
At Atlan, we’re committed to helping data teams do their lives’ best work. We believe that diversity and authenticity are the cornerstones of innovation, and by embracing varied perspectives and experiences, we can create a workplace where everyone thrives. Atlan is proud to be an equal opportunity employer and does not discriminate based on race, color, religion, national origin, age, disability, sex, gender identity or expression, sexual orientation, marital status, military or veteran status, or any other characteristic protected by law.