Customer Support Engineer

Collibra; Brussel Hoofdstad; On-site; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Flexible benefits program

Competitive compensation

Health coverage

Time off

Job summary

A leading tech company based in Brussels is looking for a Customer Support Engineer to join their team. This hybrid role entails managing customer communications and resolving support tickets, ensuring customer satisfaction. Candidates should have 3-5 years of customer-facing experience in a SaaS environment, as well as SQL database knowledge. The role offers competitive benefits and a collaborative work environment, with flexibility in work arrangements.

Qualifications

• 3-5 years in a customer-facing role, ideally in a SaaS environment.
• Experience troubleshooting web-based applications.
• Work authorization to work in Brussels.

Responsibilities

• Managing all communication with customers and partners to resolve support tickets.
• Resolving support tickets within the limits of contractual SLA.
• Coordinating and tracking the escalation of tickets.
• Contributing frequently answered questions to the knowledge base.

Skills

Customer-focused

Problem-solving

Communication

Team player

Eager to learn

Education

Bachelor’s degree or equivalent working experience

Tools

SQL

Kubernetes

Java

REST API

SSL, SSO, LDAP knowledge

Job description

Joining Collibra’s Customer Support team

Collibra seeks to expand our Support Engineering team with the addition of a Customer Support Engineer to support the company's growth. Collibra customer support engineers provide support that increases Collibra’s credibility as an organization with world‑class personnel and processes that can be relied upon as customers increase their product usage. This is a hybrid role based in our Brussels office. Our hybrid model means you’ll work from the office at least two days each week. This setup helps us stay connected, work more closely together, and keep making progress as a team.

Responsibilities

• Managing all communication with customers and partners required to resolve support tickets.
• Resolving support tickets within the limits of contractual Service Level Agreements (SLA).
• Coordinating and tracking the escalation of tickets.
• Maintaining a record of all communication and actions in ZenDesk.
• Contributing frequently answered questions to the Collibra knowledge base.

Requirements

• 3‑5 years in a customer‑facing role, ideally in a SaaS environment.
• Experience troubleshooting web‑based applications.
• SQL database knowledge, Kubernetes or containers.
• Experience with Java and REST API is a plus.
• Working knowledge of SSL, SSO, and LDAP is a plus.
• A bachelor’s degree or equivalent related working experience is required.
• Work authorization to work in Brussels.

Desired Qualities

• Customer focused and willing to put the customer at the center of everything you do.
• Experienced with providing very customer focused, white glove service during incident management.
• Eager to learn and utilize new technologies and tools.
• Team player, you’re at ease to synchronize with a lot of people and always think as a team.
• Investigator, you like to solve problems and investigate technical issues.
• Communicator, you’re at ease to sum‑up, document, or explain complex situations.

Measures of Success

• Within your first month, you will gain a fundamental knowledge of the Collibra Product Suite and become familiar with Support processes and procedures.
• Within your third month, you will have a functional knowledge of the Collibra Product Suite and begin fielding support tickets in a limited capacity.
• Within your sixth month, you will handle a steady flow of standard support cases, contribute to our customer‑facing knowledge base, and be able to handle urgent, product down support issues.

Benefits

Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off. Learn more about Collibra’s benefits. We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra. At Collibra, we’re proud to be an equal opportunity employer. We realize the key to creating a company with a world‑class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.

How to Apply

Interested in this position? Please submit your resume and cover letter through the application portal.