Senior Customer Support Engineer II

Details

Joining Collibra’s Customer Support team

Collibra is looking for a Senior Customer Support Engineer II to identify code defects in Collibra’s software platform based on your investigation of customer-reported problems. 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.

As an engineer, you will focus on the edge cases, the “what if”. We need your knowledge to find the root causes and we need your experience and skill-set to resolve them.

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.

Responsibilities

• Analyzing complex customer issues to determine the root cause.
• Improving observability by identifying logging and monitoring improvements and unblocking customers using our software.
• Collaborating 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
  • 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*.*
• A bachelor’s degree or equivalent work experience is required.
• This position is not eligible for visa sponsorship.
• Because this role supports the US government, it is required that this candidate be a US citizen who resides on US soil.
• Comfortable speaking and writing in English.
• Willing to be on-call as part of our L3 on-call rotation for product releases and priority issues.

Reporting to Collibra’s Manager, Customer Support your measures of success are

• Within your first month, you will gain an understanding of the Collibra application ecosystem, our personas and the most common user workflows associated with them.
• Within your third month, you will be an active member of your team, and be comfortable investigating issues on your own.
• Within your sixth month, you will be interacting with other engineering teams to discuss improvements. You will have a broad understanding of the use cases our application provides and detailed understanding in some of the more complex parts of the system.

Compensation

The standard base salary range for this position is $116,000.00 - $145,000.00 per year.