Matillion is The Data Productivity Cloud! Matillion helps teams get data business-ready, faster!
Denver, CO

Technical Support Engineer at Matillion (Greater Denver Area, CO or Remote)

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Matillion technology turns every business into a data business. Our low-code data integration platform helps modern teams ingest, enrich and synchronise their data across a variety of cloud platforms. Leading companies like Slack, Cisco, and DocuSign trust Matillion to help them transform operational data into useful information at enterprise scale. 

We’re backed by top Silicon Valley investors and recently closed a $150M Series E in September 2021 for a total amount of $250M raised in 2021. Our investors include current and former backers of other leading enterprise data companies like Databricks, Informatica and Mulesoft. 

As Snowflake’s 2021 data integration partner of the year and a winner of Databricks’ 2021 ISV Innovation Award, our product strategy and engineering execution is continuously recognized as best in class by a rapidly growing ecosystem of technology partners. 

With dual headquarters in Manchester, UK and Denver, Colorado, and an expanding hybrid culture, we are looking for passionate, high-integrity individuals to help us scale up our rapidly growing business.

We are now looking for a Technical Software Support Engineer to join #TeamGreen based in the US. You will provide 1st response, world class service to our customers globally.

You will champion customer happiness and success through patience, understanding, and technical skills. You will deliver an outstanding level of customer obsession enabling the success of customer projects. You will work collaboratively across our business to scale this function in Matillion.

What you will be doing;

Customer interaction

  • Be the first point of contact for customers who are reaching out for product support with a diverse range of problems and use of the Matillion platform
  • Monitor multiple channels, including email, web, and Slack
  • Provide technical customer interaction, case resolution or redirection, and case life cycle management

Support Case Triage

  • Establish customer identity, and maintain data quality in Salesforce
  • Establish problem severity
  • Ensure sufficient information has been supplied by the customer
  • Categorise and triage cases (especially to determine if immediate attention is needed)
  • Redirect cases to appropriate channels internally including documentation problems, onwards to the next level of support and feature requests
  • Monitor for patterns and proactively spot opportunities for internal process improvement

Case Resolution

  • Understand the broad purpose and documented limits of Matillion's product range
  • Rejecting inappropriate support cases (example: spam email, known problem, existing feature request)
  • Gather and use information from multiple sources to make decisions or suggestions
  • Use links to existing documentation as case resolution where possible
  • Keep up to speed with known problems
  • Replicate and verify new problems where possible

Case management

  • Monitor SLAs
  • Handle both internal and external case escalations
  • Close cases which have reached the criteria for resolution
  • Write knowledge article on case resolution
  • As part of a global support team, there may be some level of case management outside of standard office hours

Product and Engineering Support

  • Provide feedback to product and engineering based on your visibility into how customers are using and interacting with Matillion

What we are looking for - Essential Skills

  • Exceptional communication skills
  • Well-versed and comfortable being in an external-customer-facing role, demonstrating email, phone, and social media etiquette
  • Experience in a customer service or enterprise software support role
  • Experience working in a technical environment
  • Experience in working with ETL a plus
  • Experience troubleshooting API’s a plus

Personal Capabilities Required

  • A passion for customer service, and a great love for helping people
  • Inquisitive by nature
  • Keen to learn
  • Able to independently investigate and understand problems
  • Some flexibility in working hours will be useful
  • Attention to detail, especially with regard to documentation, audit and data quality
  • Ability to share knowledge and collaborate with team members


Find out more about Matillion and our core company values.

Our Benefits
- A truly flexible & remote working culture
- A culture that promotes work-life balance
- Company Equity
- Access to mental health support
- 15 days PTO that increases to 25 after 12 months of service
- 5 days paid volunteering leave
- Health insurance
- Life insurance
- 401K
- Career development with monthly "hackdays" and access to a Udemy account
& much more!

We are keen to hear from prospective employees, so please apply and a member of our Talent Acquisition team will be in touch.
Alternatively, if you are interested in Matillion but don't see a suitable role, please email [email protected]

Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type, Matillion does not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.

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What are Matillion Perks + Benefits

Matillion Benefits Overview

At Matillion, we care about our people and our communities. We invest in our employees by rewarding all
permanent Matillioners in both the UK and the US with a whole host of rewards and benefits. When we say
our team is our most important asset, we mean it. Our benefits include company equity, flexible working, generous leave, volunteering days, private healthcare, 401K to name but a few.

Volunteer in local community
We offer 5 days volunteer leave per year for each team member.
Partners with Nonprofits
Matillion partners with Brent's Place in Denver and Wood Street Mission in Manchester. We also have a new partnership with Malaika.
Friends outside of work
Eat lunch together
Intracompany committees
We have recently launched a new initiative called Matillion Together, where a group of Matillioners come together and focus on diversity and inclusion strategies.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
We have invested this year significantly into our talent acquisition efforts and having established Matillion Together, we use MindGym which is a UK external company for our training.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
We have made a conscious effort this year to partner with external organisations and recruitment agencies that focus on getting Women into Tech including into our Engineering and Sales teams.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
FSA contributions are directly deducted from your payroll. This is used for pre-tax dollars to pay for out-of-pocket healthcare.
Disability Insurance
Dental Benefits
Matillion pays 100% of our team members health insurance and 80% of their family members
Vision Benefits
Matillion pays 100% of our team members health insurance and 80% of their family members
Health Insurance Benefits
Matillion pays 100% of our team members health insurance and 80% of their family members
Life Insurance
Life insurance is equal to 4 times an employee's annual base salary.
Wellness Programs
Everyone at Matillion get's access to HeadSpace and has their own personal account.
Mental Health Benefits
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Matillion provides 12 weeks full pay for the primary caretaker and 4 weeks full pay for the secondary caretaker. There is additional options for extended unpaid leave too.
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home Full-time remote for specific positions with more and more roles becoming fully remote. We offer at least 2 days a week from home outside of Covid times
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of unpaid family medical leave.
Adoption Assistance
Matillion provides 12 weeks full pay for the primary caretaker and 4 weeks full pay for the secondary caretaker. There is additional options for extended unpaid leave too.
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
We offer 15 days PTO at Matillion and after 12 months of service, this increases to 25 days.
Paid Volunteer Time
Our employees receive 5 days per year of paid volunteer time.
Eligible employees get 4 weeks of paid sabbatical after their first 5 years of working at the company. You can also take an additional 4 weeks unpaid at this time too.
Paid Holidays
Paid Sick Days
Matillion offers a standard sick leave and additional sick leave; - Standard - up to 40 hours per year - Additional - after 3 months of service, you will be given 3 weeks
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Matillion hosts an annual Super All Hands event where everyone's travel, expenses and hotels is paid to attend.
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Matillion offers team members professional development opportunities like Onsite training courses alongside a UDEMY license. The ability to attend job related conferences and seminars is available.
Diversity Program
Lunch and learns
Various departments and teams host lunch and learn meetings at different times of the month.
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Matillion has 'DEAL' (drop everything and learn) Wednesday once per month alongside a Hack Day on the last Friday of every month where the team are encouraged to set aside time for their own learning.
Online course subscriptions available
Customized development tracks
Paid industry certifications
Matillion allows team members to complete certain certifications and if passed first time, can be reimbursed.

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