Software Support Engineer II

3+ years of experience in a technical application support or software troubleshooting role
Expertise in troubleshooting Java based applications and interpreting detailed Java logs and stack traces
Strong working knowledge of SQL and relational databases; Linux proficiency
Familiar with web application environments, integration with identity and access management (e.g., SSO), and networking
Comfortable working with REST or GraphQL APIs, XML and JSON data structures
You’ve supported enterprise-grade, production environments and know what’s at stake
You take ownership, thrive under pressure, and communicate clearly under all circumstances

Act as a technical expert for Ataccama customers, solving complex issues involving our Java-based application
Analyze and troubleshoot complex application logs, including interpreting stack traces, understanding error codes, and identifying root causes such as misconfigurations, service availability issues, or networking failures
Continuously expand your knowledge of Ataccama products and related third-party software, including but not limited to database management systems, identity and access management providers, and web application servers
Accurately analyze and escalate product bugs, complex incidents, and service requests to senior engineers or Engineering, providing detailed assessment, reproducible steps and all relevant details
Handle escalations and own critical issues through resolution by leading customer meetings and managing stakeholder expectations
Suggest product improvements based on support trends and customer feedback
Collaborate closely with internal teams including Product, Engineering, and CloudOps to escalate, track bug or enhancement requests to ensure Customer Success
Drive improvements to knowledge base and internal processes
Manage and prioritize tasks while fulfilling SLAs autonomously

No preferred qualifications provided.