3 days ago
Base Salary
$116k - $145k/yr
Responsibilities
- Serve as the primary technical contact for named Premium accounts with full SLA accountability and end-to-end ticket ownership.
- Act as the first escalation point for complex or sensitive issues and coordinate with Engineering and specialist teams.
- Identify risks through ticket trend analysis, environment health monitoring, and release gap assessments.
- Advise customers on upgrade paths, release readiness, and timing to maintain environment stability.
- Deliver at least two tailored Knowledge Share Sessions per account each year.
- Conduct bi-annual Support Reviews and prepare quarterly account briefings for Account Executives.
- Guide customers on Mutual Success Plan milestones, adoption blockers, and best practices.
- Surface expansion opportunities, upsell signals, and churn risks to Account Executives and Customer Engineering.
- Collaborate with Engineering and Product on trends, bugs, feature prioritization, internal knowledge, and playbook improvements.
Requirements
- 5+ years of experience in technical support, technical account management, customer engineering, or solutions engineering within an enterprise SaaS environment.
- Hands-on technical skills with Java, REST API, 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.
- Proficiency using AI tools such as Claude, Gemini, ChatGPT, or Copilot to solve business challenges or streamline workflows.
- Bachelor’s degree or equivalent related working experience.
- Willingness to travel as needed for strategic or at-risk account visits.
- Position is not eligible for visa sponsorship.
Benefits
- Hybrid role based in Raleigh, NC or New York, NY, with at least two days per week in the office.
- Competitive total rewards package including bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension/401k plans, health coverage, and time off.
- Travel as needed for strategic or at-risk account visits.
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.