Enterprise Customer Support Engineer

Collibra; City Of Bunbury; On-site; AUD 120,000 - 180,000; Full time

Job summary

Collibra is seeking an Enterprise Customer Support Engineer to own the most complex product issues, guide escalations to resolution, and act as SME across Collibra's global support teams.

You will collaborate with developers and product managers, provide targeted enablement on technical topics, and contribute to the knowledge base while supporting customers around the world.

Qualifications

• Bachelor's degree or equivalent required.
• 5+ years in a customer facing role, ideally in a SaaS environment.
• Extensive knowledge of enterprise level software architecture components and demonstrated ability to learn new technologies.

Responsibilities

• Taking lead on customer escalations in all regions, providing regular updates to timelines for resolution.
• Liaising with Collibra developers, product managers, and other experts to resolve complex product issues.
• Providing structured enablement on technical topics and new features by conducting training sessions and contributing to the knowledge-base.
• Leveraging and promoting understanding of advanced technologies, best practices and user requirements to create and recommend innovative solutions.
• Participating in on-call rotations to address severe issues promptly.
• Managing/executing a diverse set of tasks as a technical leader of the Global Support organization.

Skills

Customer-facing SaaS experience

SME in Collibra products

REST API troubleshooting

Java web apps

Education

Bachelor's degree or equivalent

Tools

PostgreSQL

Job description

Joining Collibra’s Support team

• Collibra seeks to expand our Support Engineering team with the addition of an Enterprise Customer Support Engineer who can support the most complex product issues and navigate escalations to resolution.
• As Collibra’s Enterprise Customer Support Engineer, you’ll be the acknowledged subject matter expert (SME) in the most complex product areas, working with the global support team to increase their technical knowledge, validating knowledge articles, and providing solutions.
• At Collibra, the customer is our “True North” and our Support team spearheads that commitment to excellence!

Enterprise Customer Support Engineers at Collibra are responsible for

• Taking lead on customer escalations in all regions, providing regular updates to the customer base on timelines for resolution and resolution path.
• Liaising with Collibra developers, product managers, and other experts to resolve complex product issues regarding Collibra products and related third-party products.
• Providing structured enablement on technical topics and new features by conducting training sessions and contributing to the knowledge-base.
• Leveraging and promoting an understanding of advanced technologies, best practices and user requirements to create and recommend innovative solutions.
• Participating in the on-call rotations when needed to ensure severe issues get addressed as soon as possible.
• Managing/executing a diverse set of tasks as a technical leader of the Global Support organization.

You have

• A Bachelor's degree or equivalent related working experience is required.
• You must have work authorization to work in Australia.
• 5+ years in a customer facing role, ideally in a SaaS environment.
• Highest technical level - acknowledged SME in the more complex Collibra product areas including specialties, skill groups, and integrations.
• Extensive knowledge of enterprise level software architecture components and demonstrated ability to learn new technologies and business requirements.
• 3+ years experience troubleshooting Java web-based applications, REST API, and integrations as well as database experience. Ex. PostgreSQL.
• Excellent knowledge of security technologies such as TLS, SSO, and LDAP.

You are

• Someone who has deep technical and product expertise and is recognized as an expert in their knowledge areas.
• Customer-focused and willing to put the customer at the center of everything you do.
• Requisite skill to mentor, train, assist, and act as a team asset.
• Team player, you’re at ease to synchronize with a diverse group of resources and always think as a team.
• Communicator, you’re at ease to sum-up, document, or explain complex situations to diverse audiences.
• Able to work with business and analytics leaders to identify and align on solutions to data intelligence, and successfully champion the role of data intelligence to preserve data integrity.

Measures of success are

• Within your first month, you will handle a steady flow of critical support cases and begin assisting others with their own complex backlog.
• Within your third month, you will be more involved in the escalation management process and will begin to assist with projects outside of the standard case work.
• By your sixth month, you will handle a steady flow of support cases and contribute to our customer-facing knowledge base.