Customer Support Engineer

Joining Collibra's Customer Support team:

Collibra seeks to expand our Support Engineering team with the addition of a Technical Support Engineer to support the company's growth. Collibra’s Technical Support Engineers Support Engineer - U.S. Government
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.

Standard working hours will encompass a regular shift commencing on or after 01:00 AM and before 10:00 AM(prevailing Eastern time).

Customer Support Engineers at Collibra are responsible for:

• Managing all communication with customers and partners required to resolve support tickets.
• Resolving support tickets within the limits of contractual Service Level Agreements (SLA).
• Coordinating and tracking the escalation of tickets.
• Maintaining a record of all communication and actions in ZenDesk.
• Contributing frequently answered questions to the Collibra knowledge base.

You Have:

• You have 3-5 years in a customer facing role, ideally in a SaaS environment
• Experience troubleshooting web-based applications
• Must have: SQL Database knowledge, Kubernetes or containers 
• Experience with Java and REST API is a plus
• Working knowledge of SSL, SSO, and LDAP is a plus
• Experience with providing very customer focused, white glove service during incident management
• Bachelor's Degree in Computer Science or related field or equivalent experience

You Are:

• Customer focused and willing to put the customer at the center of everything you do
• Eager to learn and utilize new technologies and tools.
• Team player, you’re at ease to synchronize with a lot of people and always think as a team.
• Investigator, you like to solve problems and investigate technical issues.
• Communicator, you’re at ease to sum-up, document, or explain complex situations.

Measuring Success:

• Within your first month, you will gain a fundamental knowledge of the Collibra Product Suite and become familiar with Support processes and procedures.
• Within your third month, you will have a functional knowledge of the Collibra Product Suite and begin fielding support tickets in a limited capacity.
• Within your sixth month, you will handle a steady flow of standard support cases, contribute to our customer-facing knowledge base, and be able to handle urgent, product down support issues.

Compensation for this role 

The standard base salary range for this position is $80,000 - $120,000 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.

In addition to base salary, we offer equity ownership at every level, bonus potential, a Flex Fund monthly stipend, pension/401k plans, and more.

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.

 

 

 

 

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