Senior Customer Support Engineer

🔥 1 minute ago

🇦🇺 Australia – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Collibra

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Venture Round on 2022-01

Consulting • Healthcare • Logistics

Collibra is a leading provider of data intelligence solutions, recognized for its excellence in data governance, data cataloging, and data quality. The Collibra Data Intelligence Platform allows enterprises to manage and utilize data effectively by offering tools for data governance, data lineage, data privacy, and AI governance. With strong partnerships and a global presence, including offices in the USA and Belgium, Collibra supports various industries such as financial services, healthcare, retail, and more. Its platform is highly regarded for its robust integration capabilities, API offerings, and comprehensive approach to data risk management and compliance.

📋 Description

• Manage communications with customers and partners to resolve support tickets • Assess whether support tickets are feature requests or product bugs • Resolve support tickets within contractual service-level agreements (SLAs) • Replicate bugs • Train and mentor junior support engineers • Coordinate and track ticket escalations • Maintain records of communications and actions in Zendesk • Contribute frequently asked questions to the Collibra knowledge base • Participate in responding to Collibra community questions and discussions • Learn the Collibra Product Suite and Support processes during the first month • Begin handling support tickets in a limited capacity by the third month • Handle a steady flow of standard support cases, contribute to the customer-facing knowledge base, and resolve urgent product-down issues by the sixth month

🎯 Requirements

• 3-5 years in a customer-facing role, ideally in a SaaS environment • Analytical and methodical problem-solving skills • Hands-on experience with Linux • Experience with relational and non-relational databases/data sources, including MySQL and PostgreSQL • Experience troubleshooting web-based applications • Experience with Java and REST API • Experience working closely with software developers • Excellent knowledge of SSL, SSO, and LDAP certificates • Bachelor's Degree in Computer Science or related field or equivalent experience • Demonstrated proficiency using AI tools such as Claude, Gemini, ChatGPT, and Copilot to solve business challenges, drive measurable outcomes, or streamline workflows • A bachelor's degree or equivalent related working experience is required • Skilled in big data technologies such as Kubernetes, Spark, and Hadoop • Customer-focused and willing to prioritize customers • Eager to learn and use new technologies and tools • Team-oriented and able to coordinate with many people • Strong investigation and technical issue-solving ability • Able to summarize, document, and explain complex situations

🏖️ Benefits

• Flexible benefits offerings • Competitive compensation • Health coverage • Time off • Diversity, equity, and inclusion initiatives • Equal opportunity workplace • Applicant accommodations