Premium Support Engineer

Collibra seeks to expand our Premium Customer Support team with the addition of a Premium Support Engineer (PSE) to support the company's growth and the growth of the Premium Support organization. The PSE will be a product expert assigned to a small number of Collibra’s most strategic Premium customers supporting their post-implementation product issues. The PSE's goals are to reactively and proactively help the customer resolve and avoid potential problems while maximizing product and service value. The PSE provides a critical customer facing role by developing relationships with the customer's technical staff and working closely with other facets of Collibra such as Consulting, Engineering, Customer Success and Sales to ensure the customer is receiving value from their investment in the Premium Support offering and their Collibra products.

• Acting as the primary technical contact for named accounts that subscribe to Premium Customer Support, serving as the customer’s trusted technical advisor and advocate back into Collibra
• Owning Support Tickets for a small number of assigned customers by managing the communication and action plans toward effective and timely resolution of technical issues
• Delivering proactive guidance and best practice to mitigate potential issues and equip the customer with the knowledge to address specific needs and priorities 
• Collaborating with Customer Success Managers and other account team members for assigned accounts to maintain a thorough understanding of the Customer's Technical Environment and product plans
• Engaging and supporting the greater Premium Support organization and engineering team to assist with issues and provide technical guidance to ensure the customers’ overall success with Collibra products  

• 5+ years in a technical customer facing role, ideally supporting Enterprise Class customers in an SaaS environment
• Experience in Technical Account Management, Support or similar type of Premium or Signature Service organization dealing with Enterprise Software Application Support
• Experience troubleshooting web-based applications
• Experience with Java, REST API and SSO and a working knowledge of kubernetes, with VM, SQL, SSL, SSO, and LDAP a plus
• Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows.
• Experience and a strong interest in developing deep customer relationships while facilitating discussions about enterprise IT architecture
• A bachelor's degree or equivalent work experience

• A methodical problem solver
• Self driven to learn new technology
• A team player
• Passionate about serving customers, internal and external
• Big on ownership and accountability

• Within your first month, you will gain a fundamental knowledge of the Collibra Product Suite and become familiar with high-level Support processes and procedures
• Within your third month, you will have a functional knowledge of the Collibra Product Suite and begin fielding tickets in a limited capacity from the Premium Support accounts. You will also be introduced to the customers for a hand-off of the account (if the account already exists) at the end of the third month
• Within your sixth month, you will be assigned a full complement of 5 (or more) Premium Support accounts, run bi-annual support reviews, spearhead escalation endeavors tied to your assigned accounts and draft content for the Support Knowledge base