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.

You Have:

  • 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

You Are:

  • Customer-centric
  • Methodical problem solver
  • Flexible to cover international customers, able to juggle priorities in a timely manner
  • A US Citizen or US National that is able to obtain and maintain a Secret or Top Secret Clearance. 
     

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.

Benefits at Collibra:

We strive to provide all Collibrians competitive and cost-efficient benefits that are aligned to our company values. As a high-growth company, our goal is to offer flexibility and choice with our benefit programs to support the evolving needs of our changing workforce. The specific offerings will differ slightly by region but our {Be}well benefit programs encompass the following strategic pillars:

  • {Be}Healthy: Healthcare for yourself and eligible dependents (inclusive of partners/domestic partners), mental health resources and care, tax advantaged accounts, income protection, discount programs and more! Additionally, we encourage employees to treat their whole self by offering a bi-monthly calendar of events and programming dedicated to our {Be}well initiatives which focus on wellbeing areas including emotional, professional & social, financial, physical, giving back and allyship & belonging.
  • {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, carer’s leave and our annual family day. These are all complementary to our culture in which we value output over hours!
  • {Be}Kind: CollibraForGood, Unconscious Bias & Allyship training, Manager Racial Injustice training and Collibra-led fundraisers.
  • {Be}Unplugged: Our paid time off programs include vacation, holidays, sick time and compassionate/bereavement leave. We also offer remote-friendly meditation sessions and cooking lessons - all of which you’re actively encouraged to use!
  • {Be}Informed: Competitive compensation, bonus potential, private company equity, merit reviews and promotion cycles, company pension, discounts programs, access to LinkedIn Learning, employee referral program, development programs, employee rewards & recognition and more!
  • {Be}Together: Community and belonging with our ERGs and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI counsel, the virtual Collibra cafe, trivia, bingo games and much more! 

When in-person (office) life resumes, we look forward to more social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more!), snacks, catered lunches and team offsites!

Equal Opportunity:

At Collibra, we’re proud to be an equal opportunity employer - it’s directly tied to our core value, “open, direct, and kind”. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire, and creating a workplace that celebrates everyone. 

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

 

 

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