Senior Customer Support Engineer

Senior Customer Support Engineers

Joining Collibra’s Customer Support team

About the role

The Customer Support Team responds to customer issues, identifies the root cause and applies workarounds. Reporting to the Customer Support Manager, you will be part of a growing team of engineers focused on improving customer satisfaction.

Responsibilities

• Analyze complex customer issues to determine the root cause.
• Improve observability by identifying logging and monitoring improvements and unblocking customers using our software.
• Collaborate across Collibra’s Product Engineering teams to understand unclear functional requirements.

Requirements

• Professional experience including the following:
• 4+ 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
• Knowledge of certificates - SSL, SSO, PostgreSQL preferred.
• Experience maintaining software running in production.
• Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows.

Qualifications

• A bachelor’s degree or equivalent work experience is required.

Skills

• An investigator, excited by the challenge of looking for bugs and resolving them.
• Focused on quality and knowledge of âhowâ something works, especially what to test in order to execute change with confidence.
• Comfortable speaking and writing in English. We are a global team!
• Willing to be on-call as part of our L3 on-call rotation for product releases and priority issues.
• Motivated by the challenge of scaling a growing company.
• Collaborative - we work cross functionally with many other teams.

Benefits

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.

Pay

The standard base salary range for this position is $116,000.00 - $145,000.00 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.

Schedule

This is a hybrid role based in our New York 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.