Senior Enterprise Support Engineer – SaaS Escalations SME

Collibra; City of Greater Shepparton; On-site; AUD 150,000 - 190,000; Full time

Job summary

Collibra’s Enterprise Customer Support Engineer role joins a global team to tackle the most complex product issues, act as SME, and escalate to a timely resolution.

You will lead critical customer escalations, coordinate with developers and product managers, train teammates, and contribute to the knowledge base while advocating best practices.

The ideal candidate has 5+ years in a customer-facing SaaS role, a bachelor’s degree, work authorization in Australia, and deep security/API experience.

Qualifications

• Bachelor's degree or equivalent required.
• 5+ years in a customer-facing SaaS role.
• Ability to lead customer escalations and coordinate with cross-functional teams.
• Experience with enterprise software architecture and integrations.

Responsibilities

• Take lead on customer escalations across regions with regular updates.
• Liaise with developers, product managers, and experts to resolve complex issues.
• Provide structured enablement and contribute to the knowledge base.
• Promote advanced technologies and best practices to customers.
• Participate in on-call rotations to address severe issues.
• Act as technical leader within Global Support organization.

Skills

SaaS Support

Escalation Management

REST API

Java Web Apps

Database (PostgreSQL)

Security (TLS, SSO, LDAP)

Education

Bachelor's degree or equivalent

Tools

PostgreSQL

Web API Debugging Tools

Job description

Collibra’s Enterprise Customer Support Engineer role joins a global team to tackle the most complex product issues, act as SME, and escalate to a timely resolution.

You will lead critical customer escalations, coordinate with developers and product managers, train teammates, and contribute to the knowledge base while advocating best practices.

The ideal candidate has 5+ years in a customer-facing SaaS role, a bachelor’s degree, work authorization in Australia, and deep security/API experience.