Joining Collibra’s Customer Support team

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

Customer Support Engineers at Collibra are responsible for:

• Managing all communication with customers and partners required to resolve support tickets.
• Resolving support tickets within the limits of contractual Service Level Agreements (SLA).
• 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.

You have:

• You have 3-5 years in a customer facing role, ideally in a SaaS environment
• Experience troubleshooting web-based applications
• Must have: SQL Database knowledge, Kubernetes or containers 
• Experience with Java and REST API is a plus
• Working knowledge of SSL, SSO, and LDAP is a plus
• A bachelor’s degree in Computer Science or related field, or equivalent related working experience is required 

You are:

• Customer focused and willing to put the customer at the center of everything you do
• Experienced with providing very customer focused, white glove service during incident management
• 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.
• 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:

• 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.