Premium Support Engineer

Collibra • New York, NY

415d • $96,000 - $120,000

About The Position

The Premium Support Engineer (PSE) at Collibra plays a crucial role in supporting the company's growth by acting as a product expert for a select group of strategic Premium customers. The PSE is responsible for addressing post-implementation product issues, ensuring customer satisfaction, and maximizing the value of Collibra's products and services. This position involves developing strong relationships with customers' technical teams and collaborating with various internal departments to deliver effective solutions and guidance.

Requirements

• 5+ years in a technical customer-facing role, ideally supporting Enterprise Class customers in a SaaS environment.
• Experience in Technical Account Management, Support, or similar Premium Service organization dealing with Enterprise Software Application Support.
• Experience troubleshooting web-based applications.
• Familiarity with Java, REST API, SSO, and knowledge of Kubernetes, VM/K8s, SQL, SSL, SSO, and LDAP is a plus.
• Strong interest in developing deep customer relationships and facilitating discussions about enterprise IT architecture.
• A bachelor's degree or equivalent related working experience is required.

Nice To Haves

• Experience with cloud-based solutions and enterprise software applications.
• Strong communication and interpersonal skills to build relationships with customers.

Responsibilities

• Act as the primary technical contact for named accounts that subscribe to Premium Customer Support.
• Own support tickets for assigned customers, managing communication and action plans for timely resolution of technical issues.
• Deliver proactive guidance and best practices to mitigate potential issues and equip customers with necessary knowledge.
• Collaborate with Customer Success Managers and account team members to understand the customer's technical environment and product plans.
• Engage with the Premium Support organization and engineering team to assist with issues and provide technical guidance.

Benefits

• Equity ownership at every level
• Bonus potential
• Flex Fund monthly stipend
• Pension/401k plans
• Comprehensive health coverage including medical, dental, vision, and mental health benefits
• Unlimited paid time off
• Global leave policies for personal and family circumstances
• Company-wide wellness days off
• Meeting-free Wednesdays
• Flexible work culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree