Senior Customer Support Engineer

📋 Description

• • **Why This Role Matters:** As a Senior Customer Support Engineer at Collibra, you will serve as the technical backbone of our global support team, resolving the most complex product issues and ensuring our customers receive exceptional service. This role is critical in maintaining Collibra’s commitment to customer excellence, acting as the subject matter expert (SME) for intricate product areas, and driving technical enablement across the team. Your work will directly impact customer satisfaction, product improvement, and the overall success of Collibra’s data intelligence platform.
• • **Day-to-Day Responsibilities:**
• • **Lead Escalations:** Take ownership of high-priority customer escalations across all regions, providing transparent updates on resolution timelines and paths. You will act as the final point of contact for complex technical issues, ensuring customers feel supported and informed throughout the process.
• • **Collaborate with Cross-Functional Teams:** Work closely with Collibra’s developers, product managers, and other technical experts to diagnose and resolve intricate product issues. This includes troubleshooting Collibra’s products as well as third-party integrations, ensuring seamless interoperability and performance.
• • **Technical Enablement:** Conduct training sessions and create knowledge-base content to upskill the global support team on advanced technical topics, new features, and best practices. Your expertise will help elevate the entire team’s ability to handle complex cases independently.
• • **Innovate Solutions:** Leverage your deep understanding of enterprise software architecture, Java-based applications, REST APIs, and databases (e.g., PostgreSQL) to recommend innovative solutions. You will identify patterns in customer challenges and propose improvements to product functionality or documentation.
• • **On-Call Support:** Participate in on-call rotations to address severe issues promptly, ensuring minimal disruption to customers’ operations. Your responsiveness will be key to maintaining trust and reliability in Collibra’s platform.
• • **Technical Leadership:** Manage and execute a diverse set of tasks as a technical leader within the Global Support organization. This includes mentoring junior team members, validating knowledge articles, and contributing to strategic initiatives that enhance the support team’s efficiency and effectiveness.
• • **About Collibra:** Collibra is a leading data intelligence company that empowers organizations to govern, manage, and leverage their data effectively. Our platform is trusted by enterprises worldwide to ensure data integrity, compliance, and actionable insights. As a Senior Customer Support Engineer, you will be part of a global team that values collaboration, innovation, and customer-centricity. Collibra fosters a culture of inclusion, continuous learning, and professional growth, where every team member’s contributions are recognized and celebrated.
• • **What You’ll Achieve:**
• • **Professional Growth:** Within your first month, you will handle a steady flow of critical support cases and begin mentoring peers. By your third month, you will take a more active role in escalation management and contribute to projects beyond standard case work. By your sixth month, you will be a recognized expert, shaping the knowledge base and driving improvements in support processes.
• • **Impact:** You will play a pivotal role in enhancing Collibra’s product reliability and customer satisfaction. Your technical expertise will directly influence the success of our customers, helping them achieve their data governance and intelligence goals. Additionally, you will have the opportunity to collaborate with product teams to advocate for customer-driven enhancements, ensuring the platform evolves to meet real-world needs.