Senior Enterprise Support Engineer (SaaS, Escalations)

Collibra; Coffs Harbour City Council; On-site; AUD 120,000 - 160,000; Full time

Job summary

Collibra is seeking an Enterprise Customer Support Engineer to act as a SME for the most complex product areas, guiding global support teams and shaping solutions for enterprise customers.

You will own critical escalations, collaborate with developers and product managers, and deliver training while expanding the knowledge base. A strong background in Java, REST, and data security is essential.

Qualifications

• Bachelor's degree or equivalent required.
• 5+ years in a customer-facing role, ideally SaaS.
• SME in Collibra product areas and integrations.
• Strong knowledge of enterprise software architecture and new tech.
• 3+ years troubleshooting Java web apps, REST API, and databases (e.g. PostgreSQL).
• Excellent knowledge of security technologies (TLS, SSO, LDAP).

Responsibilities

• Lead on customer escalations across regions with timely updates.
• Liaise with developers, product managers and experts to resolve complex issues.
• Provide structured enablement and training; contribute to knowledge-base.
• Promote best practices and innovative solutions based on customer needs.
• Participate in on-call rotations to address severe issues promptly.
• Act as a technical leader within Global Support by coordinating tasks.

Skills

Customer-facing experience

SME in complex product areas

Technical enablement

Education

Bachelor's degree or equivalent

Tools

Java

REST API

PostgreSQL

TLS

SSO

LDAP

Job description

Collibra is seeking an Enterprise Customer Support Engineer to act as a SME for the most complex product areas, guiding global support teams and shaping solutions for enterprise customers.

You will own critical escalations, collaborate with developers and product managers, and deliver training while expanding the knowledge base. A strong background in Java, REST, and data security is essential.