Senior SaaS Support Engineer: Troubleshooting & Mentoring

Collibra; Sydney; On-site; AUD 100,000 - 150,000; Full time

Job summary

Collibra is expanding its Support Engineering team with a Senior Technical Support Engineer to support rapid product usage growth. The role focuses on customer communications, bug replication, and escalation coordination to uphold Collibra’s service standards.

You will mentor junior engineers, collaborate with developers, and contribute to knowledge bases and community discussions to improve overall support quality.

Qualifications

• 3–5 years in a customer-facing role, ideally in a SaaS environment.
• Hands-on experience with Linux and with relational and non-relational databases (MySQL, PostgreSQL).
• Experience troubleshooting web-based applications and REST API.
• Excellent knowledge of certificates - SSL, SSO, and LDAP.
• Bachelor's Degree in Computer Science or related field or equivalent experience.

Responsibilities

• Manage all communication with customers and partners required to resolve support tickets.
• Assess if tickets are feature requests or product bugs.
• Resolve tickets within the SLA.
• Replicate bugs.
• Train and mentor junior support engineers.
• Coordinate and track escalation of tickets.
• Maintain a record of communication and actions in Zendesk.
• Contribute to the knowledge base and Collibra community.

Skills

Linux

Java

REST API

Databases (MySQL, PostgreSQL)

Zendesk

SSL/SSO/LDAP

AI tools (Claude, Gemini, ChatGPT, Cop

Education

Bachelor's Degree in Computer Science or related field

Tools

Zendesk

Job description

Collibra is expanding its Support Engineering team with a Senior Technical Support Engineer to support rapid product usage growth. The role focuses on customer communications, bug replication, and escalation coordination to uphold Collibra’s service standards.

You will mentor junior engineers, collaborate with developers, and contribute to knowledge bases and community discussions to improve overall support quality.