Senior Enterprise Support Engineer: Complex SaaS Escalations

Collibra; City of Launceston; On-site; AUD 120,000 - 160,000; Full time

Job summary

Collibra seeks to expand our Support Engineering team with an Enterprise Customer Support Engineer who can resolve the most complex product issues and drive escalations to resolution. You’ll be the SME across critical product areas, collaborating with the global support team to share knowledge, validate articles, and deliver scalable solutions.

The customer is our True North and our team leads that commitment to excellence.

Qualifications

• Bachelor's degree or equivalent related working experience is required.
• 5+ years in a customer facing role, ideally in a SaaS environment.
• 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.

Responsibilities

• 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.

Skills

Customer-facing

Java

REST API

PostgreSQL

TLS

SSO

LDAP

Mentoring

Education

Bachelor's degree

Job description

Collibra seeks to expand our Support Engineering team with an Enterprise Customer Support Engineer who can resolve the most complex product issues and drive escalations to resolution. You’ll be the SME across critical product areas, collaborating with the global support team to share knowledge, validate articles, and deliver scalable solutions.

The customer is our True North and our team leads that commitment to excellence.