Associate Customer Support Engineer

<h3>Joining Collibra’s Customer Support team</h3> <ul> <li>Collibra seeks to expand our Support Engineering team with the addition of a Technical Support Engineer to support the company's growth.</li> <li>Collibra’s Technical 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.</li> </ul> <h3>Associate Customer Support Engineers at Collibra are responsible for:</h3> <ul> <li>Managing all communication with customers and partners required to resolve support tickets.</li> <li>Resolving support tickets within the limits of contractual Service Level Agreements (SLA).</li> <li>Coordinating and tracking the escalation of tickets.</li> <li>Maintaining a record of all communication and actions in ZenDesk.</li> <li>Contributing frequently answered questions to the Collibra knowledge base.</li> </ul> <h3>You have<strong>:</strong></h3> <ul> <li>You have 2-3 years in a customer facing role, ideally in a SaaS environment</li> <li>Experience troubleshooting web-based applications</li> <li>Must have: SQL Database knowledge, Kubernetes or containers </li> <li>Experience with Java and REST API is a plus</li> <li>Working knowledge of SSL, SSO, and LDAP is a plus</li> <li>A bachelor's degree in Computer Science or related field, or equivalent related working experience is required </li> </ul> <h3><strong>You</strong> are:</h3> <ul> <li>Customer focused and willing to put the customer at the center of everything you do</li> <li>Experienced with providing very customer focused, white glove service during incident management</li> <li>Eager to learn and utilize new technologies and tools.</li> <li>Team player, you’re at ease to synchronize with a lot of people and always think as a team.</li> <li>Investigator, you like to solve problems and investigate technical issues.</li> <li>Communicator, you’re at ease to sum-up, document, or explain complex situations.</li> </ul> <h3>Measures of success:</h3> <ul> <li>Within your first month, you will gain a fundamental knowledge of the Collibra Product Suite and become familiar with Support processes and procedures.</li> <li>Within your third month, you will have a functional knowledge of the Collibra Product Suite and begin fielding support tickets in a limited capacity.</li> <li>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.</li> </ul> <h3>Benefits at Collibra</h3> <p>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.</p> <p><strong>Professional Development</strong></p> <p>Collibrians are ambitious and inventive, and we want to develop our skills individually and as a team. You’ll have access to LinkedIn Learning and other development opportunities, as well as other rewards and recognition programs to help grow your career.</p> <p><strong>Health Coverage</strong></p> <p>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.</p> <p><strong>Paid Time Off and Flexibility</strong></p> <p>We offer 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.</p> <p><strong>Diversity, Equity, and Inclusion</strong></p> <p>We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about <a href="https://www.collibra.com/us/en/company/careers/dei">diversity, equity, and inclusion</a> at Collibra.</p> <p>Learn more about <a href="https://www.collibra.com/us/en/company/careers/benefits">Collibra’s benefits</a>.</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>#LI-RJ1</p>