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Premium Support Engineer

Collibra

Collibra

Other Engineering, Customer Service
Raleigh, NC, USA
Posted on Monday, June 3, 2024

Joining Collibra’s Premium Support team

Collibra seeks to expand our Premium Customer Support team with the addition of a Premium Support Engineer (PSE) to support the company's growth and the growth of the Premium Support organization. The PSE will be a product expert assigned to a small number of Collibra’s most strategic Premium customers supporting their post-implementation product issues. The PSE's goals are to reactively and proactively help the customer resolve and avoid potential problems while maximizing product and service value. The PSE provides a critical customer facing role by developing relationships with the customer's technical staff and working closely with other facets of Collibra such as Consulting, Engineering, Customer Success and Sales to ensure the customer is receiving value from their investment in the Premium Support offering and their Collibra products.

This role is a hybrid position and based in Raleigh, North Carolina.

Premium Support Engineers at Collibra are responsible for

  • 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

You have

  • 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.

You are

  • A methodical problem solver.
  • Self driven to learn new technology.
  • A team player.
  • Passionate about serving customers, internal and external.
  • Big on ownership and accountability.

Measures of success

  • Within your first month, you will gain a fundamental knowledge of the Collibra Product Suite and become familiar with high-level Support processes and procedures
  • Within your third month, you will have a functional knowledge of the Collibra Product Suite and begin fielding tickets in a limited capacity from the Premium Support accounts. You will also be introduced to the customers for a hand-off of the account (if the account already exists) at the end of the third month
  • Within your sixth month, you will be assigned a full complement of 5 (or more) Premium Support accounts, run bi-annual support reviews, spearhead escalation endeavors tied to your assigned accounts and draft content for the Support Knowledge base

Compensation for this role

The standard base salary range for this position is $96,000-$120,000 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.

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.

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