Used Tools & Technologies
Not specified
Required Skills & Competences
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Linux @ 4
MySQL @ 4
Java @ 4
PostgreSQL @ 4
API @ 4
Customer Support @ 4
Observability @ 4
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
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 investigation of customer-reported problems. You will be part of a growing Customer Support team that responds to customer issues, identifies root causes, and applies workarounds. This is a hybrid role based in the New York office (work from the office at least two days each week). The role reports to the Customer Support Manager and will collaborate closely with Product Engineering teams.
Responsibilities
- Analyze complex customer issues to determine root cause.
- Improve observability by identifying logging and monitoring improvements and unblocking customers using the software.
- Collaborate across Product Engineering teams to understand unclear functional requirements and escalate defects as needed.
- Support production systems, provide workarounds, and participate in L3 on-call rotation for product releases and priority issues.
Requirements
- 4+ years in a customer-facing role, ideally in a SaaS environment.
- Hands-on experience with Linux.
- Experience with relational and non-relational databases/data sources (explicitly mentions MySQL and PostgreSQL).
- Experience troubleshooting web-based applications.
- Experience with Java and REST APIs.
- Experience maintaining software running in production.
- Knowledge of certificates (SSL), SSO; PostgreSQL knowledge preferred.
- Experience working closely with software developers.
- Bachelor’s degree or equivalent work experience is required.
- Comfortable speaking and writing in English.
- Willing to be on-call as part of L3 on-call rotation.
- This position is not eligible for visa sponsorship. Because this role supports the US government, the candidate must be a US citizen who resides on US soil.
You Are
- An investigator excited by the challenge of finding and resolving bugs.
- Focused on quality and on understanding how systems work to execute changes with confidence.
- Collaborative and motivated by scaling a growing company.
Compensation
- Base salary range: $116,000 - $145,000 per year. Salary offers are based on experience, skills, and location.
- Position is not eligible for additional commission-based compensation.
- In addition to base salary, Collibra offers bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension/401(k) plans, and other total rewards.
Benefits
- Flexible benefits program, competitive compensation, health coverage, time off, and other offerings. Links to the company's benefits and DEI pages are provided in the original posting.