Skip to main content

Customer Support Operations Engineer

Collibra, Atlanta
Employment type: 
Full time
Management, Architecture, Flexible, Operations, REST, Salesforce, Software, WordPress, Java

Similar jobs

No similar jobs found.

Materials Hack
Playground for innovative materials powered by Borealis.
8th-10th July – Vienna, Austria
Learn more
2.5
days Hackathon
3
weeks Incubation
2
winning teams
24K
cash prizes

Customer Support Operations 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:

You’ll play an integral role as part of Customer Support Operations Organization within Collibra, and will be responsible for a wide range of tasks towards improving operational efficiencies and scalability for our Customer Support teams.  Helping to scaling our efforts as we grow our customer base and build a better customer experiences.

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

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

  • Proactively identifying the tools, materials, software and environments necessary for the Support Team to ensure time to issue resolution is accelerated.
  • Evaluating Zendesk usage and statistics to identify opportunities for scaling and improvement of taxonomy.
  • Maintenance and oversight of the numerous Support integrations and systems (Zendesk, Salesforce, WordPress, Bookly).
  • Collaborating with Support Ops Manager, and Support Managers to (a) decrease new hire ramp time by providing structured onboarding of tools and enablement on procedure and process  and (b) aid in the process management of escalations to Engineering Ops.
  • Define processes to establish and monitor problem management performance metrics & key performance indicators.
  • Evaluating NPS, Customer Satisfaction and other metrics to identify pain-points in order to proactively address customer needs.
  • Building out integrations to streamline operations, increase automation, and mitigate the necessity for manual intervention.
  • Working closely with our Community, Engineering and Cloud Operations team for a fully federated distribution of tasks.
  • Monitoring daily functions and systems of global team to ensure hand-offs, follow-the-sun coverage and administrative functions work seamlessly.

You Have:

  • Superior written and verbal skills that illustrate the ability to communicate effectively, promptly and appropriately.
  • Extensive knowledge of enterprise level software architecture components and infrastructure.
  • A bachelor’s degree or equivalent experience in Computer Science or Information Technologies.
  • 2-5 years of experience in an Op
Top