Job Overview
Location
Remote
Job Type
Full-time
Category
Software Engineering
Date Posted
May 16, 2026
Full Job Description
đź“‹ Description
- • Triage and resolve inbound technical support tickets through the company’s support system, adhering to defined SLAs and internal escalation protocols.
- • Diagnose and troubleshoot technical issues end-to-end by reproducing problems, asking precise clarifying questions, gathering system logs, traces, and metrics, and documenting findings with clarity.
- • Escalate critical issues to the Engineering team with comprehensive context, including steps to reproduce, expected vs. actual behavior, timestamps, environment details, and documented customer impact.
- • Participate in incident response efforts by collecting diagnostic data, drafting customer-facing communications, and contributing to post-incident reviews including runbook updates, knowledge base improvements, and monitoring enhancements.
- • Assist financial institution customers with technical integration challenges involving APIs, webhooks, authentication setups, and configuration errors using clear, jargon-free explanations.
- • Author and maintain internal and customer-facing documentation such as knowledge base articles, troubleshooting guides, and operational runbooks to improve support efficiency and reduce repeat inquiries.
- • Identify recurring patterns in support tickets and collaborate with Product and Engineering teams to drive product reliability improvements, process optimizations, and tooling enhancements.
- • Handle sensitive financial data in strict compliance with Atomic’s security and privacy policies designed for regulated financial institution customers.
- • Support the transition from implementation to ongoing support by addressing post-deployment technical questions and ensuring smooth handoff for new customers.
- • Collaborate cross-functionally with Engineering, Product, and Customer Success teams to align on issue resolution, product feedback, and customer experience improvements.
- • Maintain organized workflows while managing multiple concurrent tickets, ensuring timely follow-ups and consistent stakeholder communication.
- • Demonstrate strong curiosity and problem-solving instincts by continuously learning how platform components interact and applying that knowledge to improve support outcomes.
- • Adapt quickly to evolving systems, tools, and customer needs in a fast-paced, remote-first environment with minimal supervision.
- • Prioritize tasks effectively to balance urgent customer issues with long-term improvement initiatives such as documentation and process refinement.
- • Receive and incorporate constructive feedback from teammates and managers to grow technical and communication skills in a coaching-oriented culture.
🎯 Requirements
- • 0–2 years of experience in a customer-facing technical role such as support, technical account work, helpdesk, NOC/SOC, or equivalent hands-on experience through projects or coursework
- • Strong troubleshooting fundamentals and curiosity for understanding how systems work, including the ability to form hypotheses and debug methodically
- • Excellent written communication skills for crafting clear customer updates and precise internal documentation
- • Organized and dependable work ethic with the ability to manage multiple priorities, meet deadlines, and keep stakeholders informed
- • Comfort collaborating across teams and being receptive to feedback and coaching
🏖️ Benefits
- • Medical, dental, vision, and 401(k) benefits
- • Equity through stock options
- • Remote-first workplace
- • Unlimited PTO, 10 company-paid holidays, and office closure between Christmas and New Year
- • Continuing education stipend
- • Paid parental leave
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Atomic Financial Inc.
Atomic Financial builds open-finance infrastructure that lets consumers permission their payroll, tax and other financial data to lenders and fintechs via secure, tokenized connections. Its APIs retrieve direct-deposit forms, paystubs, W-2s, 1099s and real-time employment information to speed underwriting, reduce fraud and cut manual verification costs for banks, credit unions and mortgage servicers. The company is SOC 2 Type II certified and integrates with major payroll providers and gig-economy platforms, serving customers across consumer lending, auto finance and mortgage markets.
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