Senior Customer Support Engineer

Collibra; New York (NY); On-site; USD 116,000 - 145,000; Full time

Benefits offered by this job

Flexible offerings for diverse needs

Competitive total rewards package

Bonus potential and equity options

Job summary

Collibra is seeking a Senior Customer Support Engineer II in New York. You will identify defects in the software platform and support customer satisfaction in a hybrid work environment.

The ideal candidate will have 4+ years of experience in a customer-facing role, proficiency in Linux and databases, and strong analytical skills. Benefits include a competitive compensation package and a focus on diversity and inclusion.

Qualifications

• 4+ years in a customer facing role, ideally in a SaaS environment.
• Experience troubleshooting web-based applications.
• Hands on experience with Linux and databases.

Responsibilities

• Analyze complex customer issues to determine the root cause.
• Improve observability by identifying logging and monitoring improvements.
• Collaborate with Product Engineering teams.

Skills

Customer facing role experience

Problem-solving skills

Linux experience

Database knowledge (MySQL, PostgreSQL)

Web application troubleshooting

Java and REST API experience

Education

Bachelor’s degree or equivalent experience

Job description

Joining Collibra’s Customer Support team

Collibra is looking for a Senior Customer Support Engineer II to identify code defects in Collibra’s software platform based on your investigation of customer-reported problems. The Customer Support Team responds to customer issues, identifies the root cause and applies workarounds. Reporting to the Customer Support Manager, you will be part of a growing team of engineers focused on improving customer satisfaction.

As an engineer, you will focus on the edge cases, the “what if”. We need your knowledge to find the root causes and we need your experience and skill-set to resolve them.

This is a hybrid role based in our New York 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.

Senior Customer Support Engineers at Collibra are responsible for

• Analyzing complex customer issues to determine the root cause.
• Improving observability by identifying logging and monitoring improvements and unblocking customers using our software.
• Collaborating across Collibra’s Product Engineering teams to understand unclear functional requirements.

You have

• Professional experience including the following:
  • 4+ years in a customer facing role, ideally in a SaaS environment
  • Analytical and methodical problem solving skills
  • Must have: Hands on experience with Linux as well as experience with relational and non-relational database/data sources (MySQL, PostgreSQL)
  • Experience troubleshooting web-based applications
  • Experience with Java and REST API
  • Experience working closely with software developers
• Knowledge of certificates - SSL, SSO, PostgreSQL preferred.
• Experience maintaining software running in production.
• A bachelor’s degree or equivalent work experience is required.
• This position is not eligible for visa sponsorship.
• Because this role supports the US government, it is required that this candidate be a US citizen who resides on US soil.

You are

• An investigator, excited by the challenge of looking for bugs and resolving them.
• Focused on quality and knowledge of “how” something works, especially what to test in order to execute change with confidence.
• Comfortable speaking and writing in English. We are a global team!
• Willing to be on-call as part of our L3 on-call rotation for product releases and priority issues.
• Motivated by the challenge of scaling a growing company.
• Collaborative - we work cross functionally with many other teams.

Reporting to Collibra’s Manager, Customer Support your measures of success are

• Within your first month, you will gain an understanding of the Collibra application ecosystem, our personas and the most common user workflows associated with them.
• Within your third month, you will be an active member of our team, and be comfortable investigating issues on your own.
• Within your sixth month, you will interacting with other engineering teams to discuss improvements. You will have a broad understanding of the use cases our application provides and detailed understanding in some of the more complex parts of the system.

Compensation for this role

The standard base salary range for this position is $116,000.00 - $145,000.00 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.

In addition to base salary, we offer a competitive total rewards package, including bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension/401k plans, and more.

Benefits at Collibra

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.