Remote opportunity at
CollibraSenior Customer Support Engineer
Collibra is expanding its Support Engineering group with a Senior Technical Support Engineer. The role is remote and full-time. Its aim is to help customers get…
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About This Role
Collibra is expanding its Support Engineering group with a Senior Technical Support Engineer. The role is remote and full-time. Its aim is to help customers get more from the platform as their usage grows, and to strengthen the company's reputation for dependable support delivered by experienced staff. A Senior Technical Support Engineer handles all contact with customers and partners needed to close support tickets. The job includes deciding whether a…
Job Description
Collibra is expanding its Support Engineering group with a Senior Technical Support Engineer. The role is remote and full-time. Its aim is to help customers get more from the platform as their usage grows, and to strengthen the company's reputation for dependable support delivered by experienced staff.
A Senior Technical Support Engineer handles all contact with customers and partners needed to close support tickets. The job includes deciding whether a ticket is a feature request or a product bug, reproducing bugs, and resolving tickets within contractual service level agreements. Escalations are coordinated and tracked, and every interaction and action is recorded in Zendesk.
The engineer also shares knowledge across the organization by writing frequently asked questions for the Collibra knowledge base and taking part in discussions in the community. Coaching newer members of the support group is also part of the position.
The posting describes a ramp-up plan. In the first month the engineer builds a foundation in the product suite and support procedures. By month three the engineer should have working product knowledge and begin handling tickets on a limited basis. By month six the engineer is expected to manage a steady flow of standard cases and to handle urgent, product-down incidents.
Responsibilities
- Handle the exchanges with customers and partners needed to resolve support tickets.
- Classify tickets as feature requests or product bugs.
- Resolve tickets within contractual SLA limits.
- Reproduce reported bugs.
- Coach and mentor junior support engineers.
- Coordinate and track ticket escalations.
- Keep a complete record of communication and actions in Zendesk.
- Write frequently asked questions for the knowledge base and contribute to community discussions.
Requirements
- Roughly three to five years of client-facing work, preferably in software-as-a-service settings.
- Analytical, methodical problem-solving skills.
- Hands-on Linux experience.
- Working knowledge of both relational and non-relational data stores, such as MySQL and PostgreSQL.
- Skill in diagnosing problems in web-based applications.
- Familiarity with Java and REST APIs.
- Prior close work alongside software engineering teams.
- Solid knowledge of SSL, SSO and LDAP certificates.
- A bachelor's degree in a technical field, or equivalent professional experience.
- Demonstrated skill using AI tools such as Claude, Gemini, ChatGPT or Copilot to solve business problems.
- Customer focus, eagerness to learn new tools and a team-oriented approach.
Qualifications
- Working familiarity with big-data platforms like Kubernetes, Spark or Hadoop.
- An investigative mindset and the ability to explain and document complex situations clearly.
Core Skills
Benefits
- A flexible benefits program designed around varied personal circumstances.
- Competitive compensation.
- Health coverage.
- Time off.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes, the posting lists the role as remote and full-time.
How much experience is required?
Roughly three to five years of client-facing experience is expected, along with a bachelor's degree in a related field or equivalent work background.
Is a salary figure given?
No salary figure is stated, although the posting describes competitive compensation.
What will the first six months look like?
The posting outlines a ramp-up: foundational product knowledge in month one, limited ticket handling by month three, and a steady caseload plus urgent incident work by month six.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
