Enterprise Customer Support Engineer

About the Role

Collibra seeks to expand our Support Engineering team with the addition of an Enterprise Customer Support Engineer who can support the most complex product issues and navigate escalations to resolution.

As Collibra's Enterprise Customer Support Engineer, you'll be the acknowledged subject matter expert (SME) in the most complex product areas, working with the global support team to increase their technical knowledge, validating knowledge articles, and providing solutions.

Responsibilities

• Taking lead on customer escalations in all regions, providing regular updates to the customer base on timelines for resolution and resolution path
• Liaising with Collibra developers, product managers, and other experts to resolve complex product issues regarding Collibra products and related third-party products
• Providing structured enablement on technical topics and new features by conducting training sessions and contributing to the knowledge-base
• Leveraging and promoting an understanding of advanced technologies, best practices and user requirements to create and recommend innovative solutions
• Participating in the on-call rotations when needed to ensure severe issues get addressed as soon as possible
• Managing/executing a diverse set of tasks as a technical leader of the Global Support organization

Required Qualifications

• Bachelor's degree or equivalent related working experience
• Work authorization to work in Australia
• 5+ years relevant industry technical support experience
• Hands-on experience with Data Quality, Data Pipeline, Data Orchestration, and/or Job Control tools
• Minimum 2 years experience with cloud platforms, network-based API Integration experience (REST/JSON), and deployment automation
• Hands-on experience with Linux as well as experience with relational and non-relational database/data sources

Desired Qualities

• Customer focused and willing to put the customer at the center of everything you do
• Knowledgeable of data management processes (data governance, data stewardship, master data management, data cataloging, data warehousing, ETL, data integration, business rules management, etc.)
• Skilled in big data technologies such as Kubernetes, Spark, and Hadoop
• Demonstrated ability to learn new technologies and business requirements
• Able to work with business and analytics leaders to identify and align on solutions to data quality, and successfully champion the role of data quality to preserve data integrity
• Well-versed in various enterprise security solutions such as LDAP or Kerberos