Job Description
Customer Support Engineer, Federal
Remote, USA
Joining Collibra’s 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 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.
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
- A bachelor’s degree in Computer Science or related field or equivalent related working experience is required
- Because this role supports the U.S. Government, it is required that this candidate be a U.S. Citizen who resides on U.S. soil
- Important: this is a shift work 5PM-2AM EST starting on Sunday evening until Thursday evening (Friday early morning) at a 15% compensation, occasionally being on call during US public holidays
You are
- Customer focused and willing to put the customer at the center of everything you do
- Experienced with providing very customer focused, white glove service during incident management
- 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
