Premium Support Engineer

We're shaping the way some of the largest organizations in the world manage data by helping customers connect the right data and insights for all Data Citizens. As a Technical Account Engineer, you are Collibra's highest-touch technical presence within a named customer account. You serve as the customer's dedicated technical expert owning the support experience end-to-end, driving proactive risk management, and acting as the trusted technical advisor bridging Collibra's product and engineering teams with the customer's own technical stakeholders. You build trust through technical credibility, not account management.

This is a hybrid role based in our Raleigh, NC or New York, NY office. Our hybrid model means you’ll work from the office at least two days each week.

Responsibilities

• Serving as the primary technical contact for a named portfolio of Premium accounts, with full SLA accountability and end-to-end ticket ownership.
• Acting as the first escalation point for complex or sensitive issues, engaging Engineering and specialist teams where required and prioritizing based on business impact.
• Proactively identifying risks through ticket trend analysis, environment health monitoring, and release gap assessments — flagging structural concerns before they become incidents.
• Advising customers on upgrade paths, release readiness, and optimal timing to ensure environment stability.
• Delivering Knowledge Share Sessions tailored to each customer's environment and active use cases, with a minimum of two sessions per account per year.
• Conducting bi-annual Support Reviews and preparing quarterly account briefings for Account Executives ahead of QBRs.
• Guiding customers on Mutual Success Plan milestones, adoption blockers, and best practices to drive long-term value realization.
• Surfacing expansion signals, upsell opportunities, and churn risk indicators to the Account Executive and Customer Engineering teams.
• Collaborating with Engineering and Product on trends, bugs, and feature prioritization for named accounts, and contributing to internal knowledge base and playbook improvements.

Requirements

• 5+ years of experience in a technical support, technical account management, customer engineering, or solutions engineering role within an enterprise SaaS environment.
• Deep hands-on technical skills including Java, REST API, SSO, LDAP, Kubernetes, VM environments, SQL, and SSL.
• Experience with root cause analysis, systematic debugging, and integration architecture.
• Broad knowledge of data governance, data catalog, data quality, or data management platforms.
• A track record of managing complex technical relationships with enterprise customers across multiple stakeholders and teams.
• Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows.
• A bachelor’s degree or equivalent related working experience is required.
• This position is not eligible for visa sponsorship.

Qualities

• A trusted technical advisor who builds credibility through depth of knowledge and problem resolution, not relationship management alone.
• An effective communicator, comfortable engaging architects, data engineers, platform administrators, and executive stakeholders alike.
• Proactive by nature; you identify and surface risks before they escalate, and take ownership of systemic issues through to resolution.
• A collaborative partner who works across Engineering, Product, and GTM teams to drive outcomes for your customers.
• Resilient and composed under pressure, with the ability to manage escalations and competing priorities across a portfolio of accounts.
• Excited about continuous learning and development within the data governance space.
• Willing to travel as needed for strategic or at-risk account visits.

Measures of Success

• Within your first month, you will become familiar with Collibra's product suite, Premium Support model, and your assigned account portfolio.
• Within your second month, you will have established cadence with your accounts, taken ownership of active tickets, and delivered your first account health assessments.
• Within your third month, you will be operating as a trusted technical advisor across your portfolio — proactively identifying risks, delivering Knowledge Share Sessions, and contributing QBR briefings to your Account Executive counterparts.

Pay

The standard base salary range for this position is $116,000 – $145,000 per year. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.

Benefits

In addition to base salary, we offer a competitive total rewards package, including bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension/401k plans, and more. Collibra’s benefits program is built with flexibility to support diverse needs, interests, and life goals, including health coverage and time off.