Premium Support Engineer

Details

Collibra is hiring a Premium Support Engineer to serve as the highest-touch technical presence within named enterprise customer accounts. The role owns the support experience end to end, drives proactive risk management, and acts as a trusted technical advisor connecting Collibra's product and engineering teams with customer technical stakeholders.

This is a hybrid role based in the Raleigh, North Carolina, or New York, New York, office. Employees are expected to work from the office at least two days per week.

Responsibilities

• Serve as the primary technical contact for a named portfolio of Premium accounts, with full SLA accountability and end-to-end ticket ownership.
• Act as the first escalation point for complex or sensitive issues, engaging Engineering and specialist teams when required and prioritizing work based on business impact.
• Identify risks proactively through ticket trend analysis, environment health monitoring, and release gap assessments.
• Advise customers on upgrade paths, release readiness, and optimal timing to maintain environment stability.
• Deliver Knowledge Share Sessions tailored to each customer's environment and active use cases, with a minimum of two sessions per account per year.
• Conduct bi-annual Support Reviews and prepare quarterly account briefings for Account Executives ahead of QBRs.
• Guide customers on Mutual Success Plan milestones, adoption blockers, and best practices to drive long-term value realization.
• Surface expansion signals, upsell opportunities, and churn risk indicators to the Account Executive and Customer Engineering teams.
• Collaborate with Engineering and Product on trends, bugs, and feature prioritization for named accounts.
• Contribute to internal knowledge base and playbook improvements.

Requirements

• 5+ years of experience in technical support, technical account management, customer engineering, or solutions engineering within an enterprise SaaS environment.
• Deep hands-on technical skills with Java, REST APIs, SSO, LDAP, Kubernetes, virtual machine environments, SQL, and SSL.
• Experience with root cause analysis, systematic debugging, and integration architecture.
• Broad knowledge of data governance, data catalogs, data quality, or data management platforms.
• Experience managing complex technical relationships with enterprise customers across multiple stakeholders and teams.
• Demonstrated proficiency using AI tools such as Claude, Gemini, ChatGPT, or Copilot to solve business challenges, drive measurable outcomes, or streamline workflows.
• Bachelor's degree or equivalent related work experience.
• Ability to communicate effectively with architects, data engineers, platform administrators, and executive stakeholders.
• Proactive approach to identifying risks and ownership of systemic issues through resolution.
• Ability to manage escalations and competing priorities across a portfolio of accounts.
• Willingness to travel as needed for strategic or at-risk account visits.
• This position is not eligible for visa sponsorship.

Measures of Success

• Within the first month, become familiar with Collibra's product suite, Premium Support model, and assigned account portfolio.
• Within the second month, establish account cadence, take ownership of active tickets, and deliver initial account health assessments.
• Within the third month, operate as a trusted technical advisor across the portfolio, proactively identifying risks, delivering Knowledge Share Sessions, and contributing QBR briefings to Account Executives.

Benefits

The compensation package includes bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension or 401(k) plans, health coverage, and time off. Collibra also provides flexible benefits designed to support employees and their families.