Sr. IT Engineer

📋 Description

• • Atlan is at the forefront of revolutionizing data and AI by building the essential context layer that enterprises desperately need to bridge the gap between AI pilots and production. Today, a staggering 95% of AI initiatives falter due to a fundamental lack of understanding surrounding data context—its meaning, governance, and appropriate usage. Atlan directly addresses this critical challenge by unifying this vital context, seamlessly integrating with every facet of the data and AI ecosystem. This enables teams to collaboratively build and activate shared understanding across data, business, and AI workflows, including the burgeoning field of AI agents.
• • As the first Senior IT Engineer in North America, you will be the pivotal IT leader for the region, operating during US working hours and serving as the primary point of contact for all technology-related needs. This role transcends traditional helpdesk functions, offering a unique opportunity to own the IT infrastructure and user experience for our rapidly expanding US-based teams, with a particular focus on Go-To-Market, Sales, and Marketing functions. Your contributions will be instrumental in enabling Atlan to achieve comprehensive 24-hour global IT support coverage.
• • You will operate as a true business partner, collaborating closely with regional stakeholders to understand their unique workflows and proactively enhance their technology experience. Atlan fosters an IT environment that champions ownership, automation, and strategic foresight. We are seeking an individual who embodies this ethos, bringing a proactive and innovative approach to every aspect of the role.
• • **REGIONAL IT OWNERSHIP & END-USER SUPPORT**
• • Serve as the primary IT representative in North America, delivering responsive, high-quality, and empathetic support to all end-users during US business hours.
• • Expertly troubleshoot and resolve a diverse array of technical issues, encompassing application access, license provisioning, Single Sign-On (SSO) and identity management, comprehensive device management, and the seamless operation of day-to-day productivity tooling.
• • Take full ownership of the IT aspects of the new hire onboarding and offboarding processes for the North America region, ensuring a flawless Day 1 experience for every new team member and a secure, efficient departure for those leaving the company.
• • Manage and resolve escalated IT issues end-to-end, demonstrating complete ownership from initial diagnosis through to successful resolution, including thorough root-cause documentation.
• • **STAKEHOLDER PARTNERSHIP & BUSINESS ENABLEMENT**
• • Function as a strategic IT business partner to US-based teams, particularly GTM, Sales, and Marketing, by deeply understanding their operational workflows and proactively identifying opportunities to elevate their technology experience.
• • Act as a key liaison with regional stakeholders, actively soliciting feedback, pinpointing critical pain points, and translating these insights into actionable IT improvements and strategic initiatives.
• • Collaborate effectively with cross-functional teams on their strategic projects, embedding a crucial IT perspective to ensure technology serves as an enabler of business progress rather than a impediment.
• • **AUTOMATION, AI & CONTINUOUS IMPROVEMENT**
• • Proactively identify repetitive tasks and recurring technical challenges, then design and implement robust automation solutions—leveraging scripting, advanced workflow tools, and AI technologies where applicable—to eliminate manual effort and enhance efficiency.
• • Cultivate and apply a rigorous root-cause analysis methodology: move beyond merely addressing immediate symptoms to identifying and rectifying underlying problems, thereby preventing recurrence and improving system stability.
• • Contribute significantly to broader IT initiatives and projects undertaken by the global IT team, bringing a valuable 'builder's perspective' to enhance systems, refine processes, and optimize the overall IT operating model.
• • Actively explore, evaluate, and implement innovative AI-powered solutions designed to elevate IT service delivery, dramatically reduce issue resolution times, and significantly improve the overall end-user technology experience.
• • **SAAS MANAGEMENT & OPERATIONS**
• • Provide comprehensive support for SaaS application management, including meticulous license tracking, strategic cost optimization initiatives, in-depth usage analysis, and effective vendor coordination.
• • Maintain and manage the IT asset inventory for the North America region, ensuring all hardware and software assets are accurately tracked, diligently maintained, and appropriately refreshed according to lifecycle policies.
• • Play a key role in supporting compliance and security initiatives by meticulously maintaining accurate records and adhering strictly to established IT policies and controls.
• • Your success will be measured by your ability to own the IT experience in North America as if it were your own product, driving efficiency through automation, and acting as a trusted technology advisor to our business stakeholders.