Senior SaaS Technical Support Engineer - Remote

Userc Dehradun; Australia; Remote; AUD 120,000 - 150,000; Full time

Job summary

Collibra is seeking a Senior Technical Support Engineer to join its Australia-based remote team. You will manage customer and partner communications to resolve tickets, assess requests as bugs or features, and ensure SLA-compliant resolutions in a fast-paced SaaS environment.

You will mentor juniors, coordinate escalations, and contribute to the knowledge base while leveraging AI tools to streamline workflows.

Qualifications

• You have 3–5 years in a customer facing role, ideally in a SaaS environment.
• Hands on experience with Linux and database systems (MySQL, PostgreSQL).
• Experience troubleshooting web-based apps with Java and REST APIs.
• Knowledge of SSL, SSO, and LDAP certificates.
• Demonstrated ability to use AI tools to resolve real-world problems.

Responsibilities

• Managing all communication with customers and partners to resolve tickets.
• Assessing if tickets are feature requests or product bugs.
• Resolving tickets within SLA limits and replicating bugs.
• Training and mentoring junior support engineers.
• Coordinating and tracking ticket escalations.
• Maintaining a record of all interactions in Zendesk.
• Contributing to the knowledge base and responding to community questions.

Skills

Linux

MySQL

PostgreSQL

Java

REST API

SSL/TLS

SSO

LDAP

Kubernetes

Spark

Hadoop

AI tooling

Customer facing

SaaS

Education

Bachelor's Degree in Computer Science or related field

Tools

Zendesk

Job description

Collibra is seeking a Senior Technical Support Engineer to join its Australia-based remote team. You will manage customer and partner communications to resolve tickets, assess requests as bugs or features, and ensure SLA-compliant resolutions in a fast-paced SaaS environment.

You will mentor juniors, coordinate escalations, and contribute to the knowledge base while leveraging AI tools to streamline workflows.