Premium Support Engineer

Collibra•Raleigh, NY

13h•Hybrid

About The Position

Joining Collibra’s Support team. 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. We are building a team of exceptional people to help us deliver on that promise. 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. This setup helps us stay connected, work more closely together, and keep making progress as a team.

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.

Nice To Haves

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.

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.