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