Contact Us
Call us
Offices
Email
United States
+1 646 893 3042
Accounts receivable department
+1 646 974 0772
All other
+32 2 793 02 19
North America: USA and Canada
Collibra Inc.
61 Broadway, 31st Floor
New York, NY 10006 - USA
EMEA: Belgium
Collibra NV
Picardstraat 11 B 205,
1000 Brussels - BELGIUM
View all
Register for access
Register for access
  • Dashboard
  • University
  • Data Citizens
  • Marketplace
  • Product Resources
  • Support
  • Developer Portal
By signing up you agree to Collibra's Privacy Policy.
My Profile
John Smith
name@company.com
Data Scientist, USA
Interests
Cloud-Ready Data
Digital Transformation
Data Governance

Remote, USA

Support Readiness Lead

Meeting your future team:

As Collibra’s Support Readiness Lead, you will be responsible for the end-to-end management of support readiness infrastructure and change processes for Collibra’s growing Support team.  Primarily, you will work with stakeholders across all levels of the organization to define support readiness requirements, build cross-functional change processes to collect, disseminate, test, and validate release readiness for Support across the release cycle.  You will identify, implement, and maintain support readiness infrastructure and processes through activities such as standing up testing/lab environments, development of processes for updating these environments in line with the release cycle, and coordination of ongoing support enablement materials tailored to each release using this infrastructure.

Support Readiness Lead at Collibra are responsible for:·       

  • Management of Support's cross-functional release readiness efforts, working with Engineering, Product, Enablement, and other operational teams to ensure the smooth transition of support for product releases to the Support team   
  • Define, improve and maintain a support readiness strategy including accompanying tooling, processes and cross-functional agreements with partner teams with the goal of improving supportability and customer experience for monthly product releases    
  • Work closely with stakeholders across Support, Engineering and Product to understand implications of product release changes on customer support, build action plans to address any process and/or knowledge gaps and create processes for validating support readiness prior to product releases
  • Define, coordinate and maintain support testing environments and labs for use by Support in validating and learning about monthly product releases
  • Partner with teams across the organization to identify and implement continuous learning opportunities post release
  • Identify and implement metrics for tracking the Day 0/Day 1 effectiveness of Support in supporting monthly product releases  
  • Project management of strategic initiatives to improve and mature related support processes and functions, where relevant.

You Have:

  • Exceptional understanding of SaaS release methodologies with the ability to craft both processes and tooling for enhancing supportability of releases·       
  • 5+ years of software support experience in a fast paced, Agile environment
  • Proven ability to cultivate strong working relationships cross-functionally to drive effective teamwork and communication
  • Has experience working with and basic administration of relevant Cloud technologies like GCP, AWS, Azure and Kubernetes
  • Strong organizational and project management skills ·       
  • Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority

You Are:

  • Customer-centric
  • An excellent problem solver
  • A skilled collaborator and influencer
  • An independent and well organized, project-oriented thinker
  • One who thrives in a fast-paced environment

Support Readiness lead’s measures of success are:

  • Within your first month, you will absorb knowledge about the current product release process, how Support manages readiness for product releases and identify key pain points and opportunities for immediate improvement.
  • Within your third month, you will have built / revamped the current support readiness process, worked with cross-functional stakeholders to socialize support requirements, and implemented a Phase 1 plan for support testing and lab environments.
  • Within your sixth month, you will manage the support readiness process in tandem with the Collibra product release cycle, build up controls around support testing/lab

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.