Customer Support Engineer (Federal) - Remote, USA

Joining Collibra’s Support team

Collibra seeks to expand our Support Engineering team with the addition of a Technical Support Engineer to support the company's growth. 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.

Customer Support Engineers at Collibra are responsible for

• Managing all communication with customers and partners required to resolve support tickets.
• Resolving support tickets within the limits of contractual Service Level Agreements (SLA).
• 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.

You have

• You have 3-5 years in a customer facing role, ideally in a SaaS environment.
• Experience troubleshooting web-based applications.
• Must have: SQL Database knowledge, Kubernetes or containers.
• Experience with Java and REST API is a plus.
• Working knowledge of SSL, SSO, and LDAP is a plus.
• A bachelor's degree in Computer Science or related field or equivalent related working experience is required.
• Because this role supports the U.S. Government, it is required that this candidate be a U.S. Citizen who resides on U.S. soil.
• Important: this is a shift work 1AM-10AM EST starting on Monday  until Friday  at a 25% compensation, occasionally being on call during US public holidays.

You are

• Customer focused and willing to put the customer at the center of everything you do.
• Experienced with providing very customer focused, white glove service during incident management.
• Eager to learn and utilize new technologies and tools.
• Team player, you’re at ease to synchronize with a lot of people and always think as a team.
• Investigator, you …