Premium Support Engineer, Collibra
$96-120k
+ Equity + Bonus potential
More information about location
Data intelligence cloud
Open for applications
Data intelligence cloud
1001+ employees
Open for applications
$96-120k
+ Equity + Bonus potential
More information about location
1001+ employees
Company mission
To change how organizations use data, so that they can change the world.
Role
Who you are
- 5+ years in a technical customer facing role, ideally supporting Enterprise Class customers in an SaaS environment
- Experience in Technical Account Management, Support or similar type of Premium or Signature Service organization dealing with Enterprise Software Application Support
- Experience troubleshooting web-based applications
- Experience with Java, REST API and SSO with a working knowledge of kubernetes, VM/K8s. SQL, SSL, SSO, and LDAP is a plus
- Experience and a strong interest in developing deep customer relationships while facilitating discussions about enterprise IT architecture
- A bachelor’s degree or equivalent related working experience is required
- A methodical problem solver
- Self driven to learn new technology
- A team player
- Passionate about serving customers, internal and external
- Big on ownership and accountability
What the job involves
- Collibra seeks to expand our Premium Customer Support team with the addition of a Premium Support Engineer (PSE) to support the company's growth and the growth of the Premium Support organization
- The PSE will be a product expert assigned to a small number of Collibra’s most strategic Premium customers supporting their post-implementation product issues
- The PSE's goals are to reactively and proactively help the customer resolve and avoid potential problems while maximizing product and service value
- The PSE provides a critical customer facing role by developing relationships with the customer's technical staff and working closely with other facets of Collibra such as Consulting, Engineering, Customer Success and Sales to ensure the customer is receiving value from their investment in the Premium Support offering and their Collibra products
- Acting as the primary technical contact for named accounts that subscribe to Premium Customer Support, serving as the customer’s trusted technical advisor and advocate back into Collibra
- Owning Support Tickets for a small number of assigned customers by managing the communication and action plans toward effective and timely resolution of technical issues
- Delivering proactive guidance and best practice to mitigate potential issues and equip the customer with the knowledge to address specific needs and priorities
- Collaborating with Customer Success Managers and other account team members for assigned accounts to maintain a thorough understanding of the Customer's Technical Environment and product plans
- Engaging and supporting the greater Premium Support organization and engineering team to assist with issues and provide technical guidance to ensure the customers’ overall success with Collibra products
- Within your first month, you will gain a fundamental knowledge of the Collibra Product Suite and become familiar with high-level Support processes and procedures
- Within your third month, you will have a functional knowledge of the Collibra Product Suite and begin fielding tickets in a limited capacity from the Premium Support accounts. You will also be introduced to the customers for a hand-off of the account (if the account already exists) at the end of the third month
- Within your sixth month, you will be assigned a full complement of 5 (or more) Premium Support accounts, run bi-annual support reviews, spearhead escalation endeavors tied to your assigned accounts and draft content for the Support Knowledge base
Our take
Collibra wants to help firms understand data governance. As companies gather ever more data, Collibra helps them understand what data they have, who has access to it and how to move it through a workflow of data analysis tools.
Historically, large corporations have not thought much about the data they collect and how to use it. In this day and age, however, data is super valuable so everyone wants to make the most of it, which has made businesses turn to products such as Collibra's. The company has secured many big-name clients including T-Mobile, Lloyds Banking, and Equifax.
The company's growth has been helped by increasing data privacy legislation like GDPR, which means companies have a legal obligation to be in control of the data they're collecting and giving their employees access to. In 2022, the company was named an Innovation Summit Honoree by the Bank of America’s annual Technology Innovation Summit. It has continued to add new features and integrations to maintain its offering's premium status, including a new data marketplace, which provides a shopping-like experience from which users can access a company’s internal datasets.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Nov 2021
$250m
SERIES G
Apr 2020
$112.5m
SERIES F
Total funding: $598.4m
Company benefits
- {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)!
- Unlimited paid time off policy
- Work from home opportunities
Company values
- We are one Collibra: We work together, learn together and have fun together. We know that as we keep moving in one common direction, we will always be successful together.
- Our work matters: We are passionate and talented people that take ownership and get things done. Our ideas and actions will transform our company, our industry and a lot more.
- Be the customer’s champion: Our customers’ success is what makes us tick. We take time to understand our customers’ collective needs and work together to exceed their expectations.
- Open, direct and kind: Collibra is a place where we speak openly about what’s on our minds. We care about each other so we are thoughtful about what we say, when we say it and how it’s said.
- Embrace and drive change: We are never satisfied with the status quo. We know that constant change is the only way forward and we should all have the courage to both initiate and embrace it.
- Lead with confidence: We consider ourselves trailblazers. Our focus, thoughtfulness and continued innovation gives us the confidence to lead the way.
Company HQ
Financial District, New York, NY
Articles
Leadership
Felix Van De Maele
(Co-Founder & CEO)Previously studied Computer Science and founded Collibra straight after university.
Pieter De Leenheer
(Co-Founder)CTO at 1upHealth. Started Collibra after completing a PhD in Computer Science. Also held the post of Professor of Computer Science at VU Amsterdam. Board Observer at Zenoptics.
People progressing
Joined as a Customer Success Manager, promoted to Team Lead after 17 months. As of March 2021, they are the Senior Manager of Customer Success.
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