Premium Support Engineer

Remote from: USA
Salary, yearly, USD: 104,000 - 130,000
Department: Technical Support
Employment type: Full Time,
Job posted: 25 Jun 2026
Apply before: 25 Jul 2026
Views / Applies: 19 / 6

We empower organizations to unlock the full potential of their data with unified governance for data and AI.

Computer Software
2008

AI Summary

Collibra is hiring a Premium Support Engineer to serve as a primary technical contact for strategic customers, managing support tickets and providing proactive guidance. The role requires 5+ years in technical customer-facing roles, experience with Java, REST API, SSO, and Kubernetes, and a strong interest in building customer relationships. The engineer will collaborate with Consulting, Engineering, and Customer Success teams to maximize product value. The position offers a competitive salary range of $104,000-$130,000 annually.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires 5+ years of experience and strong technical skills, but the structured support environment and collaborative team reduce the difficulty to a moderate level.

Salary Analysis

AI Insight The offered salary range of $104,000-$130,000 is competitive for a Premium Support Engineer role, aligning with market rates for experienced professionals in enterprise SaaS support. The median of $117,000 reflects the seniority and technical requirements of the position.

Key Skills

Premium Support Technical Account Management Troubleshooting Java REST API SSO Kubernetes Customer Success Enterprise Software SaaS

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my keen interest in the Premium Support Engineer position at Collibra. With over 5 years of technical customer support experience and expertise in Java, REST API, and Kubernetes, I am confident in my ability to serve as a trusted advisor for your strategic customers. I have a proven track record of owning complex technical issues and delivering proactive solutions that enhance customer satisfaction. I am excited about the opportunity to collaborate with your cross-functional teams to drive value and success for your premium accounts.

Sincerely,
[Your Name]

Possible Interview Questions

Describe a time when you handled a difficult customer escalation. What steps did you take to resolve the issue and ensure customer satisfaction?

In a previous role, I managed a critical outage for a major client. I immediately acknowledged the issue, assembled a cross-functional team, and provided hourly updates. I identified the root cause as a configuration error, implemented a fix, and conducted a post-mortem to prevent recurrence. The client appreciated the transparency and speed, resulting in a renewed contract.

How do you prioritize multiple customer issues with competing deadlines?

I assess each issue based on severity, impact on business operations, and customer tier. Using a support ticketing system, I categorize and set SLAs. I communicate clearly with customers about expected timelines and escalate when necessary. I also leverage proactive monitoring to address potential issues before they escalate.

Can you explain your experience with Kubernetes and how you have used it in a support context?

I have deployed and managed Kubernetes clusters for containerized applications. In support, I troubleshoot pod failures, networking issues, and resource constraints. I use kubectl and monitoring tools like Prometheus to diagnose and resolve issues. I also provide best practices to customers for optimizing their Kubernetes deployments.

How do you stay updated with the latest technologies and industry trends?

I regularly read technical blogs, attend webinars, and participate in online communities like Stack Overflow and Reddit. I also complete certifications (e.g., AWS, Kubernetes) and experiment with new tools in sandbox environments. This helps me advise customers on emerging technologies and best practices.

Describe a proactive measure you implemented to prevent customer issues. What was the outcome?

I noticed recurring performance issues for a customer due to misconfigured caching. I created a knowledge base article and conducted a training session for their team. Additionally, I set up automated alerts to notify them of similar patterns. This reduced support tickets by 30% and improved their system stability.

Joining Collibra’s Premium Support team

Collibra seeks to expand our Premium Customer Support team with the addition of a Premium Support Engineer (PSE) to support the company’s growth and the growth of the Premium Support organization. The PSE will be a product expert assigned to a small number of Collibra’s most strategic Premium customers supporting their post-implementation product issues. The PSE’s goals are to reactively and proactively help the customer resolve and avoid potential problems while maximizing product and service value. The PSE provides a critical customer facing role by developing relationships with the customer’s technical staff and working closely with other facets of Collibra such as Consulting, Engineering, Customer Success and Sales to ensure the customer is receiving value from their investment in the Premium Support offering and their Collibra products.

Premium Support Engineers at Collibra are responsible for

Acting as the primary technical contact for named accounts that subscribe to Premium Customer Support, serving as the customer’s trusted technical advisor and advocate back into Collibra
Owning Support Tickets for a small number of assigned customers by managing the communication and action plans toward effective and timely resolution of technical issues
Delivering proactive guidance and best practice to mitigate potential issues and equip the customer with the knowledge to address specific needs and priorities
Collaborating with Customer Success Managers and other account team members for assigned accounts to maintain a thorough understanding of the Customer’s Technical Environment and product plans
Engaging and supporting the greater Premium Support organization and engineering team to assist with issues and provide technical guidance to ensure the customers’ overall success with Collibra products

You have

5+ years in a technical customer facing role, ideally supporting Enterprise Class customers in an SaaS environment
Experience in Technical Account Management, Support or similar type of Premium or Signature Service organization dealing with Enterprise Software Application Support
Experience troubleshooting web-based applications
Experience with Java, REST API and SSO and a working knowledge of kubernetes, with VM, SQL, SSL, SSO, and LDAP a plus
Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows.
Experience and a strong interest in developing deep customer relationships while facilitating discussions about enterprise IT architecture
A bachelor’s degree or equivalent work experience

You are

A methodical problem solver
Self driven to learn new technology
A team player
Passionate about serving customers, internal and external
Big on ownership and accountability

Measures of success are

Within your first month, you will gain a fundamental knowledge of the Collibra Product Suite and become familiar with high-level Support processes and procedures
Within your third month, you will have a functional knowledge of the Collibra Product Suite and begin fielding tickets in a limited capacity from the Premium Support accounts. You will also be introduced to the customers for a hand-off of the account (if the account already exists) at the end of the third month
Within your sixth month, you will be assigned a full complement of 5 (or more) Premium Support accounts, run bi-annual support reviews, spearhead escalation endeavors tied to your assigned accounts and draft content for the Support Knowledge base

Compensation for this role

The standard base salary range for this position is $104,000.00 – $130,000.00 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.

In addition to base salary, we offer a competitive total rewards package, including bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension/401k plans, and more.

Benefits at Collibra

Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off. Learn more about Collibra’s benefits.

We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.

At Collibra, we’re proud to be an equal opportunity employer. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.

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