Collibra · 4 hours ago

Premium Support Engineer

New York, NY

Full-time

Remote

Mid, Senior Level

$96K/yr - $120K/yr

5+ years exp

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Comp. & Benefits

No H1B

Hiring Manager

Rebecca Carpey

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Responsibilities

Acting as the primary technical contact for named accounts that subscribe to Premium Customer Support, serving as the customer’s trusted technical advisor and advocate back into Collibra

Owning Support Tickets for a small number of assigned customers by managing the communication and action plans toward effective and timely resolution of technical issues

Delivering proactive guidance and best practice to mitigate potential issues and equip the customer with the knowledge to address specific needs and priorities

Collaborating with Customer Success Managers and other account team members for assigned accounts to maintain a thorough understanding of the Customer's Technical Environment and product plans

Engaging and supporting the greater Premium Support organization and engineering team to assist with issues and provide technical guidance to ensure the customers’ overall success with Collibra products

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical Account ManagementSaaS environmentTroubleshooting web applicationsJavaREST APISSOKubernetesVM/K8sSQLSSLLDAPCustomer relationship managementSelf-driven learning

Required

5+ years in a technical customer facing role, ideally supporting Enterprise Class customers in an SaaS environment

Experience in Technical Account Management, Support or similar type of Premium or Signature Service organization dealing with Enterprise Software Application Support

Experience troubleshooting web-based applications

Experience with Java, REST API and SSO with a working knowledge of kubernetes, VM/K8s. SQL, SSL, SSO, and LDAP is a plus

Experience and a strong interest in developing deep customer relationships while facilitating discussions about enterprise IT architecture

A bachelor’s degree or equivalent related working experience is required

This position is not eligible for visa sponsorship