Senior Customer Support Engineer

• Manage communications with customers and partners to resolve support tickets
• Assess whether support tickets are feature requests or product bugs
• Resolve support tickets within contractual service-level agreements (SLAs)
• Replicate bugs
• Train and mentor junior support engineers
• Coordinate and track ticket escalations
• Maintain records of communications and actions in Zendesk
• Contribute frequently asked questions to the Collibra knowledge base
• Participate in responding to Collibra community questions and discussions
• Learn the Collibra Product Suite and Support processes during the first month
• Begin handling support tickets in a limited capacity by the third month
• Handle a steady flow of standard support cases, contribute to the customer-facing knowledge base, and resolve urgent product-down issues by the sixth month

• 3-5 years in a customer-facing role, ideally in a SaaS environment
• Analytical and methodical problem-solving skills
• Hands-on experience with Linux
• Experience with relational and non-relational databases/data sources, including MySQL and PostgreSQL
• Experience troubleshooting web-based applications
• Experience with Java and REST API
• Experience working closely with software developers
• Excellent knowledge of SSL, SSO, and LDAP certificates
• Bachelor's Degree in Computer Science or related field or equivalent experience
• Demonstrated proficiency using AI tools such as Claude, Gemini, ChatGPT, and Copilot to solve business challenges, drive measurable outcomes, or streamline workflows
• A bachelor's degree or equivalent related working experience is required
• Skilled in big data technologies such as Kubernetes, Spark, and Hadoop
• Customer-focused and willing to prioritize customers
• Eager to learn and use new technologies and tools
• Team-oriented and able to coordinate with many people
• Strong investigation and technical issue-solving ability
• Able to summarize, document, and explain complex situations

• Flexible benefits offerings
• Competitive compensation
• Health coverage
• Time off
• Diversity, equity, and inclusion initiatives
• Equal opportunity workplace
• Applicant accommodations