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.