[All remote jobs](https://jobicy.com/jobs.md)[![Collibra logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/25583c1c-221.jpg)](https://jobicy.com/company/collibra.md)[Collibra](https://jobicy.com/company/collibra.md) # Senior Customer Support Engineer Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/collibra.md)ShareRemote from[Australia](https://jobicy.com/job-region/australia.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished13 Oct 2026Apply before12 Nov 2026Listing views28Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Collibra is hiring a Senior Customer/Technical Support Engineer to diagnose and resolve customer issues involving its SaaS product suite. The role owns customer and partner communications, ticket triage, bug replication, escalation coordination, Zendesk documentation, and knowledge-base contributions. It requires hands-on troubleshooting across Linux, web applications, SQL and non-relational data sources, Java, REST APIs, and identity/security technologies such as SSL, SSO, and LDAP. The engineer will collaborate closely with developers, mentor junior support staff, and support urgent product-down cases within contractual SLAs. This is a remote role located in Australia. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role combines advanced application troubleshooting with infrastructure, database, API, and authentication knowledge. It also requires independent incident ownership, SLA-driven prioritization, and clear communication during high-impact customer issues. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$120,000US market range$95k–$145k0$160k AI insightNo salary was disclosed, so these figures are estimated US-market annual base-pay benchmarks in USD for a senior technical support engineer with SaaS, Linux, database, API, and enterprise authentication expertise. Actual compensation for this Australia-based remote role may differ by local market, level, and total-rewards structure. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical Support](https://jobicy.com/jobs?search_keywords=Technical%20Support.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Linux](https://jobicy.com/jobs?search_keywords=Linux.md)[MySQL](https://jobicy.com/jobs?search_keywords=MySQL.md)[PostgreSQL](https://jobicy.com/jobs?search_keywords=PostgreSQL.md)[REST APIs](https://jobicy.com/jobs?search_keywords=REST%20APIs.md)[Java](https://jobicy.com/jobs?search_keywords=Java.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[SSL/SSO/LDAP](https://jobicy.com/jobs?search_keywords=SSLSSOLDAP.md)[Customer Communication](https://jobicy.com/jobs?search_keywords=Customer%20Communication.md) Sample interview questionsHow would you investigate a customer report that a Collibra web application feature is failing intermittently?I would first gather exact timestamps, user impact, reproduction steps, environment details, browser and network information, and relevant request or error identifiers. I would review application and infrastructure logs, attempt to reproduce in a safe comparable environment, and isolate whether the issue relates to configuration, data, authentication, API behavior, or a product defect. I would document findings in the ticket, keep the customer informed, and escalate with reproducible evidence when engineering involvement is required. Describe your approach to meeting SLA commitments while managing several urgent support cases. I prioritize by severity, business impact, contractual SLA, and time remaining to the next response or resolution milestone. I acknowledge high-priority cases quickly, set clear expectations, create a structured investigation plan, and provide regular meaningful updates even when a fix is still in progress. I also escalate early when another team is needed and keep all actions documented so ownership remains clear. How would you troubleshoot a customer integration that is receiving authentication failures from a REST API? I would validate the endpoint, HTTP status and response body, authentication method, token or credential validity, scopes, headers, certificates, and request payload. I would compare a failing request with a known-good request, inspect relevant server-side logs where available, and verify SSO, LDAP, or TLS configuration if applicable. I would avoid exposing secrets in support records and provide the customer with specific corrective steps based on the evidence. How do you determine whether a support ticket is a configuration issue, feature request, or product bug? I compare observed behavior against documented product functionality and the customer’s configuration, then try to reproduce the behavior using supported settings and representative data. If the product behaves as designed but does not meet a new use case, I classify it as a feature request with business context. If supported configuration is correct and reproducible behavior contradicts expected functionality, I collect logs, steps, impact, and versions for a well-formed bug escalation. What practices do you use to mentor junior support engineers? I pair with them on live cases, explain my diagnostic hypotheses and prioritization decisions, and encourage them to form evidence-based troubleshooting plans. I provide actionable feedback on technical investigation, customer updates, and ticket documentation. I also turn recurring lessons into runbooks or knowledge-base articles so the entire team benefits. Opportunity details ## About this role. ### Joining Collibra’s Support team Collibra seeks to expand our Support Engineering team with the addition of a Senior Technical Support Engineer to support the company’s growth. Collibra’s Senior Technical Support Engineers provide support that increases Collibra’s credibility as an organization with world-class personnel and processes that can be relied upon as customers increase their product usage. ### Senior Technical Support Engineers at Collibra are responsible for * Managing all communication with customers and partners required to resolve support tickets. * Assessing if support tickets are feature requests or product bugs. * Resolving support tickets within the limits of contractual service level agreements (SLA). * Replicating bugs. * Training and mentoring junior support engineers. * Coordinating and tracking the escalation of tickets. * Maintaining a record of all communication and actions in Zendesk. * Contributing frequently answered questions to the Collibra knowledge base. * Participating in replying to Collibra community questions and discussions. ### You have * You have 3-5 years in a customer facing role, ideally in a SaaS environment. * Analytical and methodical problem solving skills. * Must have: Hands on experience with Linux as well as experience with relational and non-relational database/data sources (MySQL, PostgreSQL). * Experience troubleshooting web-based applications. * Experience with Java and REST API. * Experience working closely with software developers. * Excellent knowledge of certificates – SSL, SSO, and LDAP. * Bachelor’s Degree in Computer Science or related field or equivalent experience. * Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows. * A bachelor’s degree or equivalent related working experience is required. ### You are * Customer focused and willing to put the customer at the center of everything you do. * Eager to learn and utilize new technologies and tools. * Team player, you’re at ease to synchronize with a lot of people and always think as a team. * Skilled in big data technologies such as Kubernetes, Spark, and Hadoop. * Investigator, you like to solve problems and investigate technical issues. * Communicator, you’re at ease to sum-up, document, or explain complex situations. ### Measures of Success Are * Within your first month, you will gain a fundamental knowledge of the Collibra Product Suite and become familiar with Support processes and procedures. * Within your third month, you will have a functional knowledge of the Collibra Product Suite and begin fielding support tickets in a limited capacity. * Within your sixth month, you will handle a steady flow of standard support cases, contribute to our customer-facing knowledge base, and be able to handle urgent, product down support issues. ### 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](https://www.collibra.com/us/en/company/careers/benefits). We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about [diversity, equity, and inclusion](https://www.collibra.com/us/en/company/careers/dei) 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](https://www.collibra.com/us/en/company/careers/accommodations). Show more [Apply now >](https://jobicy.com/jobs/155175-senior-customer-support-engineer-4.md) > Annual salary information is not provided for this position. 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