Atomic

• Own the technical operating rhythm for a portfolio of reseller and partnership accounts. • Partner with Account Executives to define, scope, and track partner-driven customer work and future opportunities. • Coordinate across partner teams, FI customers, and Atomic internal teams so ownership, next steps, risks, and timelines stay clear. • Consult with partners on implementation patterns, support workflows, user experience, operational readiness, and best practices. • Build reusable partner-facing and FI-facing enablement materials: welcome packets, onboarding templates, one-pagers, and support guides. • Spot recurring partner issues, support patterns, and product/process gaps; turn them into durable improvements. • Run partner status calls and internal planning conversations with the right attendees and a clear decision/action trail. • Escalate technical, support, scope, and timeline risks early with evidence, customer impact, and recommended paths forward. • Clarify ownership boundaries: what should be handled by partners, Atomic Support, Implementation, Product, Engineering, or GTM.

• 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.

• Lead a team of engineers to continuously improve the performance, reliability, and user experience of our core product. • Collaborate closely with Product Management, Engineering Leadership, and others to define strategy, roadmap, and execution plans. • Drive revenue and successful product adoption by consulting with and advising some of our most important customers. • Ideate and experiment with new features and experiences to maintain our best-in-class product. • Prioritize your team's work based on data and metrics, strategic goals, product intuition, and your engineering experience. • Provide technical expertise to the team, providing feedback on code and architecture, and providing sensible guidelines and parameters for technical decisions. • Periodically roll up your sleeves and get into the code personally. • Iterate and lead sensible processes for the engineering organization, including career development, incident management, customer integration support, and others. • Handle periodic Kanban-style rituals to track and drive progress for the team. • Grow your reports’ skills and abilities to help them do their best work.

• Partner with Account Executives to drive pipeline creation • Generate qualified meetings through outbound prospecting • Manage Monthly/Quarterly Business Reviews • Turn account strategy into weekly execution plans • Monitor account changes and provide feedback