L3 Support Manager at Collibra

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Joining Collibra’s L3 team:
  • The L3 team is a fast growing team protecting the other engineering teams from interruptions and improving customer satisfaction by quickly responding to their issues. We are one Collibra, the goal of the L3 team is to allow the product team to be efficient and work on the right tasks.
  • The L3 team is a team of engineers investigating customer issues. They will identify code defects in Collibra’s software platform based on investigation of customer-reported problems.
  • We respond to customer issues, identify the root cause and apply workarounds for them. We focus on the edge cases, the “what if”.
L3 Support Managers at Collibra are responsible for:
  • Leading, growing, and mentoring an inclusive, collaborative team of engineers, focused on identifying and resolving customer issues.
  • Helping to develop and deliver the team strategy, context, and company vision. Guarding adherence to service and working level agreements.
  • Building out the processes (in particular to be ITAR compliant) used to manage issues with respect to regulations and customer needs. As well as guard and define the practices to ensure data compliance rules are enforced and followed.
  • Being knowledgeable on technical aspects to help the team unblock and be creative to resolve customer problems. Although you are not expected to handle issues independently, you will become the escalation point and as such need to be able to understand issues and bring in creativity so the L3 engineers can solve any issue.
You Have:
  • 5+ years of experience as an engineer and 2+ years as an engineering manager.
  • Worked in a global setting where peers and partners were located in a different timezone.
  • Analytical and methodical problem solving and organizational skills and feel comfortable building and maintaining processes.
  • Have experience working within constraining regulations like ITAR, GDPR, CCPA.
You Are:
  • A leader with excellent people management skills, including the ability to influence, negotiate and achieve results through others who might not be direct reports.
  • You are an organized, analytical problem solver with excellent project management skills.
  • A Team player, who leads by example and investigates issues when needed.
  • Excellent in communication skills (written and verbal).
  • US citizen on US soil.
Measuring Success:
  • Within your first month, you will absorb fundamental knowledge about Collibra processes/tools and start building team & cross-functional relationships.
  • Within your third month, you will operationally manage the team, take ownership of the US regional processes, collaborate on and achieve quarterly OKRs (Objectives & Key Results).
  • Within your sixth month, you will manage the team, take ownership of employee engagement, drive cross-functional initiatives, and assist in developing strategy around continuous improvements.
Benefits at Collibra:

We strive to provide all Collibrians with competitive and cost-efficient benefits that are aligned to our company values. As a high-growth company, our goal is to offer flexibility and choice with our benefits programs to support the evolving needs of our changing workforce. The specific offerings will differ slightly by region but our {Be}well benefit programs encompass the following strategic pillars:

  • {Be}Healthy: Healthcare for yourself and eligible dependents (inclusive of partners/domestic partners), mental health resources and care, tax-advantaged accounts, income protection, discount programs and more! Additionally, we encourage employees to treat their whole self by offering a bi-monthly calendar of events and programming dedicated to our {Be}well initiatives which focus on wellbeing areas including emotional, professional & social, financial, physical, allyship & belonging and giving back.
  • {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, caregiver leave and our annual family day. These are all complementary to our culture in which we value output over hours!
  • {Be}Kind: Collibra For Good, Unconscious Bias & Allyship training, Diversity Equity and Inclusion (DEI) Strategy, Environmental Social Governance (ESG) strategy, racial equity awareness programs and Collibra-led fundraisers.
  • {Be}Unplugged: Our paid time off programs include vacation, holidays, sick time and compassionate/bereavement leave. We also offer remote-friendly meditation sessions and cooking lessons – all of which you’re actively encouraged to use!
  • {Be}Informed: Competitive compensation, bonus potential, private company equity, merit reviews and promotion cycles, company pension, discounts programs, access to LinkedIn Learning, employee referral program, employee rewards & recognition, development programs and more!
  • {Be}Together: Community and belonging with our Employee Resource Groups (ERGs) and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI council, the virtual Collibra cafe, trivia, bingo games and much more! 

When in-person (office) life resumes, we look forward to more snacks, catered lunches, team offsites and social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more)!

Equal Opportunity:

At Collibra, we’re proud to be an equal opportunity employer – which ties directly to our core value, “open, direct, and kind.” We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. 

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category.

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Technology we use

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An Insider's view of Collibra

How would you describe the company’s work-life balance?

There are several things in our employee benefits that I need such as remote work and flexible schedule. I'll go to the gym in the morning, then I’ll start late. Sometimes I work late, sometimes I work on Saturday, but then on Monday, I won’t work. I can maintain that flexibility as long as I deliver my work.

Laura

Sales Engineering Manager

How do you collaborate with other teams in the company?

Our customers need a product that delivers a lot of capability, and their needs demand constant product development. I love that we invest to make it happen. I’ve established structures within the sales team that help streamline the process for all sides of the relationship. I just try to be very efficient with my time and my colleagues’ time.

Teba

Sales Engineer

How has your career grown since starting at the company?

I feel like my sense of ownership and initiative have been well-rewarded with new projects that have allowed me to build upon my skillset. I want to learn, and I feel like it’s known and supported by my management.

Haydee

Software Engineer

How do you empower your team to be more creative?

The culture has typically been open. It has certainly been kind. I think that those are the two big ones for me, which is just information sharing and openness in a way that's positive. If we have something that we can course correct on, share it, but do it in a way that’s positive or proactive.

Ryan

Area Vice President

How does your team reward individual success?

I never thought I’d be teaching a team that’s already been with Collibra for a year. It’s phenomenal. My manager asked me to show my emails and my messaging to the team of 15. There is a lot to learn here, and I had only been here for two months.

Roger

Business Development Representative

What are Collibra Perks + Benefits

Collibra Benefits Overview

Designed to nourish the wellbeing of our teams around the world, Collibra’s Benefit’s program, {Be}Well, provide healthcare, mental health support, generous time off and other wellness policies and resources. Learn more about the pillars behind Collibra’s {Be}Well Program, our global minimums and more at www.Collibra.com/careers.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available

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