Senior Customer Support Engineer

About the role

Collibra is expanding its Support Engineering team and is looking for a Senior Customer Support Engineer to help customers get the most out of the Collibra product suite. This remote position involves direct interaction with customers, partners, and internal teams to resolve technical issues.

Key responsibilities

• Manage all communication with customers and partners to resolve support tickets within SLA limits.
• Assess tickets to determine if they are feature requests or product bugs and replicate issues as needed.
• Maintain detailed records of actions and communications in Zendesk and contribute to the knowledge base.
• Train and mentor junior support engineers and coordinate ticket escalations.

Required profile

• 3‑5 years of experience in a customer‑facing role, preferably in a SaaS environment.
• Strong analytical and methodical problem‑solving skills.
• Ability to work closely with software developers and handle complex technical investigations.

Required skills

• Hands‑on experience with Linux.
• Proficiency with relational and non‑relational databases (MySQL, PostgreSQL).
• Experience troubleshooting web‑based applications, Java, and REST APIs.
• Knowledge of SSL, SSO, LDAP, and big‑data technologies such as Kubernetes, Spark, and Hadoop.
• Familiarity with Zendesk and AI tools (Claude, Gemini, ChatGPT, Copilot).

What we offer

• Flexible benefits program designed to support diverse life circumstances.
• Competitive compensation, health coverage, and generous time‑off policies.
• Commitment to inclusion, equity, and a supportive workplace culture.