Customer Support Engineer (Federal)

Joining Collibra’s Support team

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

Customer Support Engineers at Collibra are responsible for

• Managing all communication with customers and partners required to resolve support tickets.
• Resolving support tickets within the limits of contractual Service Level Agreements (SLA).
• 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.

You have

• You have 3-5 years in a customer facing role, ideally in a SaaS environment.
• Experience troubleshooting web-based applications.
• Must have: SQL Database knowledge, Kubernetes or containers.
• Experience with Java and REST API is a plus.
• Working knowledge of SSL, SSO, and LDAP is a plus.
• A bachelor's degree in Computer Science or related field or equivalent related working experience is required.
• Because this role supports the U.S. Government, it is required that this candidate be a U.S. Citizen who resides on U.S. soil.
• Important: this is a shift work 1AM-10AM EST starting on Monday until Friday at a 25% compensation, occasionally being on call during US public holidays.

You are

• Customer focused and willing to put the customer at the center of everything you do.
• Experienced with providing very customer focused, white glove service during incident management.
• 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.
• 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.

Compensation for this role

The standard base salary range for this position is $80,000 to $100,000 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.

Shift Differential: the rate of pay for all hours worked will include a shift differential of twenty five (25%) in your annual salary. Your standard working hours will encompass a regular shift commencing on Monday on or after 01:00 AM and before 10:00 AM (prevailing Eastern time). Such shift differential is in addition to your regular rate of pay and is included in all payroll calculations.

In addition to base salary, we offer equity ownership at every level, bonus potential, 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 {Be}well 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.

Professional Development

Collibrians are ambitious and inventive, and we want to develop our skills individually and as a team. You’ll have access to development opportunities, as well as other rewards and recognition programs to help grow your career.

Health Coverage

We strive to remain locally competitive and globally equitable. This means comprehensive offerings including medical, dental, vision, and mental health benefits for you and your family.

Paid Time Off and Flexibility

We provide unlimited paid time off, global leave policies for a variety of personal and family circumstances, company-wide wellness days off throughout the year, meeting-free Wednesdays, and a flexible culture to help balance your work and your life.

Diversity, Equity, and Inclusion

We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.

Learn more about Collibra’s benefits.

At Collibra, we’re proud to be an equal opportunity employer – which ties directly to our core value, “open, direct, and kind.” 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.