Senior Customer Support Engineer

OpenKrill; United States; On-site; USD 90,000 - 140,000; Full time

Job summary

Collibra is seeking a Senior Technical Support Engineer to join our Support Engineering team. You will manage customer communications, triage issues, and coordinate escalations while mentoring junior engineers in a fast-growing SaaS environment.

You will work with Linux, relational/non-relational databases (MySQL, PostgreSQL), Java, REST APIs, and knowledge of SSL/SSO/LDAP certificates. Collaboration with developers and leveraging AI tools are valued for solving complex business challenges.

Qualifications

• 3–5 years in a customer-facing role, ideally SaaS.
• Hands-on Linux experience and relational/non-relational databases (MySQL, PostgreSQL).
• Experience troubleshooting web-based applications and using Java with REST API.
• Experience with software developers and SSL/SSO/LDAP certificates.
• Degree or equivalent experience in CS or related field; AI tools experience encouraged.

Responsibilities

• Manage communications with customers and partners to resolve tickets.
• Assess if tickets are feature requests or bugs.
• Resolve tickets within SLA limits and replicate bugs.
• Train and mentor junior engineers.
• Coordinate and track ticket escalations and document all actions in Zendesk.
• Contribute to Collibra knowledge base and community discussions.

Skills

Linux

MySQL

PostgreSQL

Java

REST API

SaaS experience

AI tools

Kubernetes

Spark

Hadoop

SSL

SSO

LDAP

Zendesk

Education

Bachelor's Degree in Computer Science or related field

Equivalent experience

Tools

Zendesk

Job description

Joining Collibra’s Support team

Collibra seeks to expand our Support Engineering team with the addition of a Senior Technical Support Engineer to support the company's growth.

Collibra’s Senior Technical 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.

Senior Technical Support Engineers at Collibra are responsible for

• Managing all communication with customers and partners required to resolve support tickets.
• Assessing if support tickets are feature requests or product bugs.
• Resolving support tickets within the limits of contractual service level agreements (SLA).
• Replicating bugs.
• Training and mentoring junior support engineers.
• 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.
• Participating in replying to Collibra community questions and discussions.

You have

• You have 3-5 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.
• Excellent knowledge of certificates - SSL, SSO, and LDAP.
• Bachelor's Degree in Computer Science or related field or equivalent experience.
• Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows.
• A bachelor’s degree or equivalent related working experience is required.

You are

• Customer focused and willing to put the customer at the center of everything you do.
• 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.
• Skilled in big data technologies such as Kubernetes, Spark, and Hadoop.
• 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 Are

• 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 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.