Collate · 2 months ago
Customer Support Engineer - US Remote (EST)
United States
Full-time
Remote
Senior Level
7+ years expCollate is the company behind OpenMetadata, a fast-growing open-source metadata platform. As a Customer Support Engineer, you will troubleshoot complex technical issues, provide product guidance, and collaborate with various teams to ensure a seamless customer experience.
Artificial Intelligence (AI)Data GovernanceData ManagementGenerative AI
Responsibilities
Drive Rapid Resolution – Triage tickets, coordinate with engineering, and communicate updates clearly until problems are closed and learnings are documented
Close the Feedback Loop – Turn support data into actionable product insights; champion fixes and enhancements that reduce future load
Own the Knowledge Base – Keep docs, playbooks, and community answers current so users can self-serve first
Measure & Iterate – Track CSAT, MTTR, and defect trends; run experiments to shave minutes off response times and days off resolution
Qualification
Required
7+ years in technical support with 2+ years supporting a SaaS or data-infrastructure product
Proven mastery of support tooling (Pylon, Zendesk, Jira, Linear, etc.) and SLA management
Enough technical depth (Java/Python stack, SQL, Linux) to reproduce issues and speak the same language as developers
Strong communicator who thrives in public channels (Slack, GitHub) and embraces radical transparency
Passion for continuous improvement and open-source communities
Preferred
Experience with OpenMetadata, data catalogs, or observability platforms
Familiarity with AI/ML workflows and how metadata can drive trust in AI
Experience with SQL, Python, or other scripting languages for prototyping solutions
Knowledge of modern data ecosystems (Snowflake, Databricks, BigQuery, etc.)
Familiarity with adjacent solutions (Alation, Collibra, Atlan, Datahub, etc.)
Benefits
Competitive salary and early-stage equity.
Fully remote role with a global, distributed team.
Company
Collate
Collate is an AI-powered platform for agentic data intelligence that automates processes and fosters collaboration among data teams.
51-200 employees
H1B Sponsorship
Collate has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (2)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$10MKey Investors
Venrock
2025-07-15Series A· $10M
Leadership Team
Suresh Srinivas
Co-Founder
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