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.
A day in the life of a Premium Support Engineer:
Joining Collibra’s Premium Support team:
Collibra seeks to expand our Premium Support Engineering team with the addition of a Premium Support Engineer to support the company's growth.
Collibra’s Premium 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.
Application Support Engineers at Collibra are responsible for:
Proactive/precise communication and expectation setting with customers until closure of the Support Tickets.
Own Support Tickets for assigned Customer Accounts and utilize your expertise, problem solving skills and customer-centric mindset to work towards timely resolution as per Service Level Agreements (SLAs).
Demonstrate Customer Centric Behaviors throughout the support cycle.
Act as the primary technical contact for named accounts that subscribe to Premium Customer Support.
Ensure an intimate understanding of the Customer's Technical Environment.
Collaborate with Customer Success Managers for assigned accounts and attend regularly scheduled customer cadences to provide a holistic view of open and resolved support tickets and set expectations accordingly.
5-7 years in a customer facing role, ideally in a SaaS environment
Experience in Technical Account Management and Software Application Support
Experience troubleshooting web-based applications
Experience with Java and REST API is a plus
Working knowledge of SSL, SSO, and LDAP is a plus
Experience with providing white glove service during incident management
Experience working closely with software developers
Methodical problem solver
Flexible to cover international customers
Able to juggle priorities in a timely manner
Reporting to Collibra’s Senior Manager of Premium Support, measures of success are:
Within your first month, you will gain a fundamental knowledge of the Collibra Product Suite and become familiar with high-level Support processes and procedures.
Within your third month, you will have a functional knowledge of the Collibra Product Suite and begin fielding tickets in a limited capacity from the Premium Support accounts. You will also be introduced to the customers for a hand-off of the account (if the account already exists) at the end of the third month.
Within your sixth month, you will be assigned a full complement of 5 (or more) Premium Support accounts, run bi-annual support reviews, spearhead escalation endeavors tied to your assigned accounts and draft content for the Support Knowledgebase.