Support Technical, Lead

| Remote
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Joining Collibra’s Support team:

  • Collibra seeks to expand our Support Engineering team with the addition of a Support Technical Lead who can ensure our team has the appropriate training, resources and technical acumen.
  • As Collibra’s Support Technical Lead, you’ll be handling the most complex cases, working with the global team to increase their technical knowledge, validating knowledge articles, and providing solutions.  At Collibra, the customer is our “True North” and our Support team spearheads that commitment to excellence!
 

Support Technical Leads at Collibra are responsible for:

  • Taking point on customer escalations in all regions, providing regular updates to the customer base on timelines for resolution and resolution path.
  • Training the global Support Team on tools, investigation and analysis techniques, and highly focused and detailed technical education.
  • Validating knowledge-base submissions for accuracy, content and usefulness.
  • Proactively identifying the tools, materials, software and environments necessary for the Support Team to ensure time to issue resolution is accelerated.
  • Collaborating with new hires to decrease ramp time by providing structured enablement on technical topics and trainings.
  • Collaborating with our Support Operations team to facilitate tooling, test environments, and complex infrastructures for issue investigation purposes.
  • Participating in the on-call rotations when needed to ensure severe issues get addressed as soon as possible
  • Monitoring regular reporting functions to proactively address gaps and ensure our customers receive the highest quality support.
  • Managing/executing a diverse set of tasks as a technical leader of the Global Support organization.
 

You Have:

  • 5+ years in a customer facing role, ideally in a SaaS environment
  • Highest technical level - Acknowledged SME in the more complex Collibra product areas including specialities, skill groups, and integrations.
  • Extensive knowledge of enterprise level software architecture components and infrastructure.
  • 3+ years experience troubleshooting web-based applications
  • 3+ years database experience. Ex. PostgreSQL 
  • 3+ years experience with Java applications REST API and integrations
  • Excellent knowledge of security technologies like TLS, SSO, and LDAP.

You Are:

  • Someone who has deep technical and product expertise and is recognized as an expert in their areas.
  • Requisite skill to mentor, train, assist, and act as a team asset.
  • Team player, you’re at ease to synchronize with a diverse group of resources and always think as a team.
  • Communicator, you’re at ease to sum-up, document, or explain complex situations.

Reporting to Collibra’s Regional Support Manager, measures of success include:

  • Within your first month, you will handle a steady flow of critical support cases and begin assisting others with their own complex backlog. 
  • Within your third month, you will be more involved in the escalation management process and will begin to assist with projects outside of the standard case work.  
  • By your sixth month, you will handle a steady flow of escalated support cases, consistently contribute to our customer-facing knowledge base, and be providing elevation assistance to the team in all product related areas.
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, Manager Racial Injustice training 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

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • HibernateLibraries
    • SparkLibraries
    • DjangoFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • Neo4jDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • PendoAnalytics
    • InVisionDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • Salesforce CPQCRM
    • Callidus CRM
    • PS Enterprise CRM
    • Oracle EloquaLead Gen
    • EngagioLead Gen

An Insider's view of Collibra

What’s the vibe like in the office?

There are a lot of options for when I want to be “distracted” from my work. The office has an amazing mix of personalities that blend together very well. It’s great to have exposure to the individuals who started this company, as well as the rest of the c-suite employees. The office is collaborative so it feels like your opinion actually matters.

Akil

Sales Development Representative

How do you collaborate with other teams in the company?

Cross-team collaboration within Collibra is integral to my position. As an FP&A Analyst, I act as a financial advisor to co-workers across different teams to ensure business decisions and their corresponding impacts help achieve not just Collibra’s business goals, but Collibra’s financial goals as well.

Billy

FP&A Analyst

How has your career grown since starting at the company?

Back in the summer of 2016, I started working at Collibra as an SDR. Fast-forward just two years, and not only have I had the opportunity to create a new account executive role, but I'm now the global sales leader for that team! Collibra is growing fast and there are loads of exciting opportunities available to those who want to work for it.

Jonelle

Manager, Junior Account Executives

What makes someone successful on your team?

The customer advisory management team looks for people who are determined to drive value for our customers. They’re people who build strong relationships, identify challenges, and love to find solutions. It’s why our customers love us!

Alexis

Manager, Customer Advisory Management

What are Collibra Perks + Benefits

Collibra Benefits Overview

We strive to provide all Collibrians 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 benefit programs to support the evolving needs of our changing workforce.

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
Someone's primary function is managing the company’s diversity and inclusion initiatives
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
We provide bi-monthly lunch following our all-hands meetings.
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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