Senior SaaS Support Engineer | Troubleshooter & Mentor

OpenKrill; United States; Remote; 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

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.