Customer Support Engineer

Joining Collibra’s Customer Support team

• Collibra seeks to expand our Support Engineering team with the addition of a Customer Support Engineer to support the company's growth.
• Collibra customer 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.
• This is a hybrid role based in our Prague office. Our hybrid model means you’ll work from the office at least two days each week. This setup helps us stay connected, work more closely together, and keep making progress as a team.

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

• 3-5 years of customer-facing SaaS support experience
• Proficiency in multiple SQL dialects and hands-on experience troubleshooting JDBC/ODBC connectivity, firewalls, and connection strings
• An understanding of metadata structures and data flows across cloud platforms (Snowflake, BigQuery), ETL tools (dbt, Informatica), and BI systems (Tableau, Power BI)
• Ability to parse and interpret diverse log formats (e.g, application logs, stack-traces, system logs) to troubleshoot complex systems
• Fluency with the Linux command line for service and file management; experience with Kubernetes or containerized environments is a plus
• Working knowledge of enterprise security and networking, specifically SSL/TLS certificates, proxy settings, and how a SaaS platform communicates with an on-premise data sources
• A bachelor’s degree or equivalent related working experience is required
• You must have work authorization to work in Prague, CZ.

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

• 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.