3 hours ago
Responsibilities
- Serve as the primary technical contact for a portfolio of Premium enterprise accounts with full SLA accountability and end-to-end ticket ownership.
- Escalate and resolve complex or sensitive technical issues by coordinating with Engineering and specialist teams.
- Identify account risks through ticket trend analysis, environment health monitoring, and release gap assessments.
- Advise customers on upgrades, release readiness, environment stability, adoption blockers, and best practices.
- Deliver tailored Knowledge Share Sessions and conduct bi-annual Support Reviews for assigned accounts.
- Prepare quarterly account briefings for Account Executives and surface expansion, upsell, and churn-risk signals.
- Collaborate with Engineering and Product on bugs, trends, feature prioritization, knowledge-base improvements, and support playbooks.
Requirements
- 5+ years of experience in technical support, technical account management, customer engineering, or solutions engineering in an enterprise SaaS environment.
- Hands-on technical proficiency with Java, SSO, LDAP, Kubernetes, VM environments, SQL, and SSL.
- Experience with root cause analysis, systematic debugging, and integration architecture.
- Broad knowledge of data governance, data catalog, data quality, or data management platforms.
- Experience managing complex technical relationships with enterprise customers and multiple stakeholders.
- Ability to use AI tools such as Claude, Gemini, ChatGPT, and Copilot to solve business challenges and improve workflows.
- Bachelor’s degree or equivalent related working experience.
- Strong communication, ownership, prioritization, escalation-management, and cross-functional collaboration skills.
- Willingness to travel as needed for strategic or at-risk account visits.
Benefits
- Remote work arrangement.
- Competitive compensation, health coverage, and time off.
- Flexible benefits designed to support employees and their families across diverse circumstances and life events.
- Inclusive workplace, equal opportunity employment, and applicant accommodation support.
- This position is not eligible for visa sponsorship.
Tech Stack
Categories
Solutions Engineering
About Collibra
Collibra is the enterprise AI control plane. Built over eighteen years of ontology engineering, it governs context and control across any data, any model, any agent — for AI leaders who need certainty at the speed of AI. A 5x Forrester Wave Leader and 2x Gartner Magic Quadrant Leader, Collibra serves more than 700 customers — including 78 of the Fortune 500 — and governs more than 2 billion assets. Headquartered in New York City and Brussels, our co-founders Felix Van de Maele and Stijn Christiaens had a vision to help organizations maximize the value of their data and AI programs. Today, Collibra is making that vision a reality.