Senior Customer Support Engineer

Joining Collibra’s Support team

Collibra seeks to expand our Support Engineering team with the addition of a Senior Technical Support Engineer to support the company's growth.

Collibra’s Senior Technical Support Engineers provide support that increases Collibra’s credibility as an organization with world-class personnel and processes that can be relied upon as customers increase their product usage.

Senior Technical Support Engineers at Collibra are responsible for

• Managing all communication with customers and partners required to resolve support tickets.
• Assessing if support tickets are feature requests or product bugs.
• Resolving support tickets within the limits of contractual service level agreements (SLA).
• Replicating bugs.
• Training and mentoring junior support engineers.
• Coordinating and tracking the escalation of tickets.
• Maintaining a record of all communication and actions in Zendesk.
• Contributing frequently answered questions to the Collibra knowledge base.
• Participating in replying to Collibra community questions and discussions.

You have

• You have 3-5 years in a customer facing role, ideally in a SaaS environment.
• Analytical and methodical problem solving skills.
• Must have: Hands on experience with Linux as well as experience with relational and non-relational database/data sources (MySQL, PostgreSQL).
• Experience troubleshooting web-based applications.
• Experience with Java and REST API.
• Experience working closely with software developers.
• Excellent knowledge of certificates - SSL, SSO, and LDAP.
• Bachelor's Degree in Computer Science or related field or equivalent experience.
• Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows.
• A bachelor’s degree or equivalent related working experience is required.

You are

• Customer focused and willing to put the customer at the center of everything you do.
• Eager to learn and utilize new technologies and tools.
• Team player, you’re at ease to synchronize with a lot of people and always think as a team.
• Skilled in big data technologies such as Kubernetes, Spark, and Hadoop.
• Investigator, you like to solve problems and investigate technical issues.
• Communicator, you’re at ease to sum-up, document, or explain complex situations.

Measures of Success Are

• Within your first month, you will gain a fundamental knowledge of the Collibra Product Suite and become familiar with Support processes and procedures.
• Within your third month, you will have a functional knowledge of the Collibra Product Suite and begin fielding support tickets in a limited capacity.
• Within your sixth month, you will handle a steady flow of standard support cases, contribute to our customer-facing knowledge base, and be able to handle urgent, product down support issues.