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Senior Customer Support Engineer
collibra · Remote, Australia · Posted 29 days ago
Mentor the next generation of support engineers while troubleshooting complex SaaS infrastructure issues for enterprises scaling their data governance platform.
Joining Collibra’s Support team
Collibra seeks to expand our Support Engineering team with the addition of a Senior Technical Support Engineer to support the company's growth.
Collibra’s Senior Technical 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.
Senior Technical Support Engineers at Collibra are responsible for
- Managing all communication with customers and partners required to resolve support tickets.
- Assessing if support tickets are feature requests or product bugs.
- Resolving support tickets within the limits of contractual service level agreements (SLA).
- Training and mentoring junior support engineers.
- 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.
- Participating in replying to Collibra community questions and discussions.
- You have 3-5 years in a customer facing role, ideally in a SaaS environment.
- Analytical and methodical problem solving skills.
- Must have: Hands on experience with Linux as well as experience with relational and non-relational database/data sources (MySQL, PostgreSQL).
- Experience troubleshooting web-based applications.
- Experience with Java and REST API.
- Experience working closely with software developers.
- Excellent knowledge of certificates - SSL, SSO, and LDAP.
- Bachelor's Degree in Computer Science or related field or equivalent experience.
- Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows.
- A bachelor’s degree or equivalent related working experience is required.
- 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.
- Skilled in big data technologies such as Kubernetes, Spark, and Hadoop.
- Investigator, you like to solve problems and investigate technical issues.
- Communicator, you’re at ease to sum-up, document, or explain complex situations.
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This posting is sourced from collibra's own career site — applying takes you there directly.
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This role is one of 88 Support Engineer openings in Remote and centers on Linux, Mysql, Postgresql, and Java. There are 27 open roles at collibra right now.
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