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John Smith
Data Scientist, USA
Cloud-Ready Data
Digital Transformation
Data Governance

Remote, USA

L3 Support Manager

Joining Collibra’s L3 team:

  • The L3 team is a fast growing team protecting the other engineering teams from interruptions and improving customer satisfaction by quickly responding to their issues. We are one Collibra, the goal of the L3 team is to allow the product team to be efficient and work on the right tasks.
  • The L3 team is a team of engineers investigating customer issues. They will identify code defects in Collibra’s software platform based on investigation of customer-reported problems.
  • We respond to customer issues, identify the root cause and apply workarounds for them. We focus on the edge cases, the “what if”.

L3 Support Managers at Collibra are responsible for:

  • Leading, growing, and mentoring an inclusive, collaborative team of engineers, focused on identifying and resolving customer issues.
  • Helping to develop and deliver the team strategy, context, and company vision. Guarding adherence to service and working level agreements.
  • Building out the processes (in particular to be ITAR compliant) used to manage issues with respect to regulations and customer needs. As well as guard and define the practices to ensure data compliance rules are enforced and followed.
  • Being knowledgeable on technical aspects to help the team unblock and be creative to resolve customer problems. Although you are not expected to handle issues independently, you will become the escalation point and as such need to be able to understand issues and bring in creativity so the L3 engineers can solve any issue.

You Have:

  • 5+ years of experience as an engineer and 2+ years as an engineering manager.
  • Worked in a global setting where peers and partners were located in a different timezone.
  • Analytical and methodical problem solving and organizational skills and feel comfortable building and maintaining processes.
  • Have experience working within constraining regulations like ITAR, GDPR, CCPA.

You Are:

  • A leader with excellent people management skills, including the ability to influence, negotiate and achieve results through others who might not be direct reports.
  • You are an organized, analytical problem solver with excellent project management skills.
  • A Team player, who leads by example and investigates issues when needed.
  • Excellent in communication skills (written and verbal).
  • US citizen on US soil.

Measuring Success:

  • Within your first month, you will absorb fundamental knowledge about Collibra processes/tools and start building team & cross-functional relationships.
  • Within your third month, you will operationally manage the team, take ownership of the US regional processes, collaborate on and achieve quarterly OKRs (Objectives & Key Results).
  • Within your sixth month, you will manage the team, take ownership of employee engagement, drive cross-functional initiatives, and assist in developing strategy around continuous improvements.

Benefits at Collibra:

We strive to provide all Collibrians with 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 benefits 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, allyship & belonging and giving back.
  • {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, caregiver leave and our annual family day. These are all complementary to our culture in which we value output over hours!
  • {Be}Kind: Collibra For Good, Unconscious Bias & Allyship training, Diversity Equity and Inclusion (DEI) Strategy, Environmental Social Governance (ESG) strategy, racial equity awareness programs 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, employee rewards & recognition, development programs and more!
  • {Be}Together: Community and belonging with our Employee Resource Groups (ERGs) and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI council, the virtual Collibra cafe, trivia, bingo games and much more! 

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

Equal Opportunity:

At Collibra, we’re proud to be an equal opportunity employer – which ties directly 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.