Senior Customer Support Engineer

Joining Collibra’s Support team Collibra seeks to expand our Support Engineering team with the addition of a Senior Technical Support Engineer to support the company’s growth. Collibra’s Senior 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. Senior Technical Support Engineers at Collibra are responsible for Managing all communication with customers and partners required to resolve support tickets. Assessing if support tickets are feature requests or product bugs. Resolving support tickets within the limits of contractual service level agreements (SLA). Replicating bugs. Training and mentoring junior support engineers. 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. Participating in replying to Collibra community questions and discussions. You have You have 3-5 years in a customer facing role, ideally in a SaaS environment. Analytical and methodical problem solving skills. Must have: Hands on experience with Linux as well as experience with relational and non-relational database/data sources (MySQL, PostgreSQL). Experience troubleshooting web-based applications. Experience with Java and REST API. Experience working closely with software developers. Excellent knowledge of certificates