We're Ushering a New Era of Data Participation. Interested?
We’re shaping the way companies manage data by helping customers connect the right data, insights, and algorithms for all Data Citizens. When everyone across the organization is enabled with data, true transformation can take place. We are building a team of exceptional people to help us deliver on that promise. If you are interested in a career at the leading edge of technology, we look forward to hearing from you.
How you'll make an impact at Collibra:
You’ll play an integral role as part of Customer Support Operations Organization within Collibra, and will be responsible for a wide range of tasks towards improving operational efficiencies and scalability for our Customer Support teams. Helping to scaling our efforts as we grow our customer base and build a better customer experiences.
A day in the life of a Customer Support Operations Engineer at Collibra:
You’ll be reporting directly to the Customer Support Operations Manager, and will be responsible for a wide range of tasks, including:
Define processes to establish, monitor and report incident/problem management performance metrics, & key performance indicators.
Facilitate the Incident Management process for major escalations
Proactively identifying the tools, materials, software and environments necessary for the Support Team to ensure time to issue resolution is accelerated.
Collaborating with Support Ops Manager and Support Managers to decrease new hire ramp time by providing structured onboarding of tools and enablement on procedure and process and (b) aid in the process management of escalations to Engineering Ops.
Evaluating NPS, Customer Satisfaction and other metrics to identify pain-points in order to proactively address customer needs.Develop and present metrics to track progress, prove/disprove business improvement hypotheses and drive decisions.
Evaluating Zendesk usage and statistics to identify opportunities for scaling and improvement of taxonomy.
Working knowledge of using and maintaining tools/tool integrations (Zendesk, Salesforce, Gainsight, etc.)
Monitoring daily functions and systems of a global team to ensure hand-offs, follow-the-sun coverage and administrative functions work seamlessly.
Positive/growth mindset and ability to collaborate cross-functionally in a fast-paced environment.
Superior written and verbal skills that illustrate the ability to communicate effectively, promptly and appropriately.
Extensive knowledge of enterprise-level software architecture components and infrastructure.
A bachelor’s degree or equivalent experience in Computer Science or Information Technologies.
2-5 years of experience in an Incident Management role or equivalent experience.
2-5 years of experience with maintaining and/or building out tools (Zendesk, ServiceNow, Gainsight or other metrics producing tools)
Solid understanding of ITIL principles such as problem management, incident management and continual service improvement.
Some experience with integrations and connector apps.
A calm demeanor with an ability to perform well under pressure.
Analytical and methodical problem-solving skills with an ability to work with minimal supervision.
Exceptional organizational skills.
Can manage competing priorities and understand the business landscape.
Experience with Lean principles or other process improvement methodologies (optional).
ITIL and tooling certifications are a plus.
Experience in an Enterprise role is a plus.
A friendly and rapidly growing environment where your input will be valued and growth is fostered
Ongoing opportunities to collaborate with fellow Collibrians globally for team meetings, trainings, and conferences
Flexible hours = quality > quantity
$60 per month towards your mobile
A brand new state of the art laptop
And of course, a competitive salary with a strong benefits package
*At Collibra, we’re focused on building a world-class company and culture, and that starts with the people we hire. We take pride in being an equal opportunity employer, and consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.*