Senior Customer Support Engineer
New
C
CollibraData governance
Remote, AustraliaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3-5 years in a customer facing role, ideally in a SaaS environment.
- Required Skills
- PostgreSQLJavaLDAPMySQLRESTful APIsLinuxZendesk
Requirements
- Have 3-5 years of experience in a customer-facing role, ideally in a SaaS environment.
- Bring analytical and methodical problem-solving skills.
- Have hands-on experience with Linux.
- Have experience with relational and non-relational databases or data sources, including MySQL and PostgreSQL.
- Have experience troubleshooting web-based applications.
- Have experience with Java and REST APIs.
- Have experience working closely with software developers.
- Have excellent knowledge of SSL certificates, SSO, and LDAP.
- Have a bachelor's degree in Computer Science or a related field, or equivalent experience.
- Demonstrate proficiency using AI tools such as Claude, Gemini, ChatGPT, or Copilot to solve business challenges, drive measurable outcomes, or streamline workflows.
- Have skills in big data technologies such as Kubernetes, Spark, and Hadoop.
Responsibilities
- Manage customer and partner communications needed to resolve support tickets.
- Assess whether support tickets are feature requests or product bugs.
- Resolve support tickets within contractual service level agreements (SLAs).
- Replicate bugs.
- Train and mentor junior support engineers.
- Coordinate and track ticket escalations.
- Record communications and actions in Zendesk.
- Contribute frequently asked questions to the Collibra knowledge base.
- Participate in Collibra community questions and discussions.
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