Meeting your future team:

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.

Technical 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:

  • 2-4 years in a customer facing role, ideally in a SaaS environment
  • Experience troubleshooting web-based applications
  • Must have: Database knowledge, MySQL, and PostgreSQL – Experience with Java and REST API is a plus
  • Working knowledge of SSL, SSO, and LDAP is a plus
  • Knowledge of Data Quality software and systems is a plus
  • Bachelor’s Degree in Computer Science or related field or equivalent experience
  • A Bachelor’s degree or equivalent related working experience is required

 

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:

Reporting to Collibra’s Regional Support Manager, measures of success are:

  • 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.
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