Senior Enterprise Support Engineer & Product SME

Collibra; Dubbo; On-site; AUD 120,000 - 180,000; Full time

Job summary

Collibra is seeking an Enterprise Customer Support Engineer to serve as SME on the most complex product areas, handling escalations and guiding resolution with the global support team.

You will collaborate with developers, product managers and other experts to resolve issues, train peers, and contribute to a knowledge base, while championing data intelligence to preserve data integrity across Collibra’s SaaS platform.

Qualifications

• A 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.
• Excellent knowledge of security technologies such as TLS, SSO, and LDAP.

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.
• Leveraging advanced technologies and best practices to create 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

Java troubleshooting

REST API

PostgreSQL

TLS SSO LDAP

SME expertise

Mentoring training

Education

Bachelor's degree or equivalent

Job description

Collibra is seeking an Enterprise Customer Support Engineer to serve as SME on the most complex product areas, handling escalations and guiding resolution with the global support team.

You will collaborate with developers, product managers and other experts to resolve issues, train peers, and contribute to a knowledge base, while championing data intelligence to preserve data integrity across Collibra’s SaaS platform.