Senior Customer Support Engineer

Joining Collibra’s Escalation Management team

Collibra Escalation Manager's primary responsibility is to manage and resolve escalated customer issues, ensuring efficient and effective resolutions. You will work with stakeholders across all levels of the organization, track progress, document and communicate updates to ensure customer satisfaction and improve processes.

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.

Escalation Managers at Collibra are responsible for

• Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis. 
• Act as a bridge between customers, support teams, and other stakeholders (product, engineering, etc.). This means you will need to have technical understanding of the issue and also have the ability to effectively communicate it to non-technical stakeholders.
• You will build strong working relationships with these key stakeholders across various technical and non-technical teams to ensure efficient collaboration and driving down resolution times. Leading, driving and managing incident review meetings focused on critical / major escalations with senior leadership.
• You will follow the escalation process, including ticket assignment, tracking, and communicating the status of escalated cases while identifying areas for improvement in the escalation process and implementing changes to enhance efficiency. 
• Investigate the underlying causes of escalated issues and work towards permanent solutions. 
• Monitor customer satisfaction, feedback, and trends, and report on the performance of the escalation process to ensure support continues to provide the best internal and customer experience possible for escalated incidents.
• You will need to be able to configure and update tools in use, related to Customer Support, as needed.
• Provide training and support to team members on tools used, escalation procedures and processes. 

You have

• 5+ years of experience handling customer escalations or working in a customer-facing support role in fast paced software/technology environments.
• A bachelor’s degree or equivalent related working experience is required.
• Ability to communicate effectively with customers and other stakeholders (both technical and non-technical) and be able to cultivate strong working relationships cross-functionally to drive effective teamwork and communication. 
• Experience working with relevant tooling including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau.
• Ability to identify root causes, analyze issues, and develop solutions. 
• Ability to manage multiple tasks and prioritize work effectively. 
• Be able to technically understand products and services supported.
• must have work authorization to work in Prague, CZ.

You are

• Customer-centric
• An excellent problem solver
• A skilled collaborator and influencer
• An independent and well organized, project-oriented thinker
• One who thrives in a fast paced environment

Measures of success

• Within your first month, you will absorb knowledge about current incident and escalation processes & tools as well as identify key pain points and opportunities for immediate improvement.
• Between the second and third month, you will be actively managing escalations, implementing improvements to current processes and documenting action plans for new functional post-incident activities.
• Within your sixth month, you will help lead the end-to-end escalation process, as well as any post-incident activities, and act as a lead in executing against a project roadmap for further maturing Collibra’s incident & problem management strategy.

 

Benefits at Collibra

Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our 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. Learn more about Collibra’s benefits.

We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibr