3rd Level Support Engineer

• We're Ushering a New Era of Data Participation. Interested?

  We’re shaping the way companies manage data by helping customers connect the right data, insights, and algorithms for all Data Citizens. When everyone across the organization is enabled with data, true transformation can take place. We are building a team of exceptional people to help us deliver on that promise. If you are interested in a career at the leading edge of technology, we look forward to hearing from you.

  How you'll make an impact at Collibra:

  As a level 3 engineer, you learn to find your way in the entire code base. You are the entry point of issues. It's up to you to find root causes and to propose fixes and code improvements. You will propose workarounds. An L3 engineer lives on the edge of support, engineering, and business. You know enough of all three to be able to fluently assist support to make the right communication to the customer and to assist engineering in figuring out issues and to improve their code.

  A day in the life of a Support Engineer at Collibra:

  You’ll be reporting directly to the Engineering Operations Director, and will be responsible for a wide range of tasks, including:

  • Collaborate with Customer Support on a knowledge base for common issues
  • Validate a proposed code fix with the engineering team
  • Acknowledge new issues created by Customer Support and make sure there’s a common understanding of the issue at hand
  • Follow-up on earlier reported issues to see if there is new information or updates
  • Set up test environments to reproduce customer issues and validate solutions
  • Work together with engineering and product management on improving internal or customer documentation
  • Brainstorm with the team how to improve the L3 Support team and the service they deliver

  You Have:

  • At least 2 years of experience in IT customer support environment and are ready for a next step
  • You have Bachelor degree in Information Technology or Computer Science
  • You possess experience with relational databases, Java based web applications, workflows and/or enterprise service buses - or are willing to invest in that
  • You are a fast and agile learner who is able to adapt quickly as our solution offerings continue to grow
  • You have excellent communication skills
  • You think customer first, and are stress-resistant
  • You are Agile-minded and have a positive mindset
  • You’re fully capable of working in English 

We Offer:

• A friendly and rapidly growing environment where your input