Premium Support Engineer

Summary

Join Collibra's Premium Support team as a Premium Support Engineer (PSE)! You will be a product expert supporting strategic customers post-implementation. Your responsibilities include resolving and preventing technical issues, providing proactive guidance, and collaborating with other teams. This customer-facing role requires 5+ years of experience in a technical customer-facing role, ideally supporting enterprise customers in an SaaS environment, along with experience troubleshooting web-based applications and working knowledge of specific technologies. A bachelor's degree or equivalent experience is required. Collibra offers competitive compensation, equity ownership, bonus potential, a Flex Fund, pension/401k plans, comprehensive health coverage, unlimited paid time off, global leave policies, and professional development opportunities.

Requirements

• Have 5+ years in a technical customer facing role, ideally supporting Enterprise Class customers in an SaaS environment
• Have Experience in Technical Account Management, Support or similar type of Premium or Signature Service organization dealing with Enterprise Software Application Support
• Have Experience troubleshooting web-based applications
• Have Experience with Java, REST API and SSO
• Have A bachelor’s degree or equivalent related working experience

Responsibilities

• Act as the primary technical contact for named accounts that subscribe to Premium Customer Support, serving as the customer’s trusted technical advisor and advocate back into Collibra
• Own Support Tickets for a small number of assigned customers by managing the communication and action plans toward effective and timely resolution of technical issues
• Deliver proactive guidance and best practice to mitigate potential issues and equip the customer with the knowledge to address specific needs and priorities
• Collaborate with Customer Success Managers and other account team members for assigned accounts to maintain a thorough understanding of the Customer's Technical Environment and product plans
• Engage and support the greater Premium Support organization and engineering team to assist with issues and provide technical guidance to ensure the customers’ overall success with Collibra products

Preferred Qualifications

• Have working knowledge of kubernetes, VM/K8s. SQL, SSL, SSO, and LDAP
• Have Experience and a strong interest in developing deep customer relationships while facilitating discussions about enterprise IT architecture
• Be A methodical problem solver
• Be Self driven to learn new technology
• Be A team player
• Be Passionate about serving customers, internal and external
• Be Big on ownership and accountability

Benefits

• Standard base salary range for this position is $96,000-$120,000 per year
• Equity ownership at every level
• Bonus potential
• A Flex Fund monthly stipend
• Pension/401k plans
• Competitive compensation
• Health coverage
• Unlimited paid time off
• Global leave policies for a variety of personal and family circumstances
• Company-wide wellness days off throughout the year
• Meeting-free Wednesdays
• A flexible culture to help balance your work and your life
• Access to development opportunities
• Other rewards and recognition programs to help grow your career
• Comprehensive offerings including medical, dental, vision, and mental health benefits for you and your family