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Senior Advanced Support Engineer II

CollibraPrague, Czech Republic
Hybrid Full-time

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Experience Level

Senior

Qualifications

Your Responsibilities as an Advanced Senior Support Engineer Serve as the Subject Matter Expert (SME), bridging customer-facing support with product development. Thoroughly review and validate complex tickets, ensuring exhaustive investigations that pinpoint root causes prior to escalation to Engineering. Identify code defects and edge cases within our platform, not only recognizing the issues but also explaining the underlying reasons. Enhance observability by suggesting improvements in logging and monitoring, while assisting customers in utilizing our software effectively. Mentor the Global Support organization by providing structured enablement, conducting training sessions, and contributing to a validated knowledge base. Participate in on-call rotations when necessary to promptly address critical issues. Collaborate with Product Managers and Engineering to clarify functional requirements and advocate for sustainable solutions. Act as the final point of technical escalation, engaging in live sessions with key customers to resolve complex environmental challenges and deliver expert-level troubleshooting assistance.

About the job

Join Collibra’s Exceptional Support Team

Collibra is on the lookout for a dynamic Senior Advanced Support Engineer (L3) to act as the ultimate technical authority within our esteemed global support organization. As a pivotal member of this team, you will not only troubleshoot issues but also investigate complex problems, mentor our Customer Support Engineers, and serve as the final checkpoint before any ticket escalates to Product & Engineering.

Driven by the pursuit of excellence in a rapidly scaling company, you are eager to delve into the depths of intricate bugs. Your focus on quality ensures that you know precisely what to test and how to effect change with assurance. At Collibra, our customers represent our “True North,” and our Support team is at the forefront of delivering this commitment to superior service!

This is a hybrid role based in our Prague office. Our flexible working model allows you to work from the office at least two days a week, fostering connectivity and collaborative progress as a unified team.

About Collibra

Collibra is a leading data intelligence company that empowers organizations to maximize the value of their data through effective data governance and management. We prioritize our customers and strive to provide them with exceptional service and support, ensuring that they achieve their data goals efficiently and effectively.

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