Senior L3 Support Engineer II

Joining Collibra’s Support team

Collibra is looking for a high-impact Advanced Senior Support Engineer (L3) to serve as the final technical authority within our global support organization. In this role, you aren’t just a troubleshooter; you are an investigator, a mentor to our Customer Support Engineers, and the ultimate gatekeeper before a ticket reaches Product & Engineering.

You are motivated by the challenge of scaling a growing company and excited by the "hunt" for deep-seated bugs. You focus on quality, knowing exactly what to test to execute change with confidence. At Collibra, the customer is our “True North” and our Support team spearheads that commitment to excellence!

This is a hybrid role based in our Prague office. Our hybrid model means you’ll work from the office at least two days each week. This setup helps us stay connected, work more closely together, and keep making progress as a team.

Advanced Senior Support Engineers at Collibra are responsible for

• Being the Subject Matter Expert (SME), bridging the gap between customer-facing support and product development.
• Reviewing and validating complex tickets, ensuring every investigation is exhaustive and root causes are identified before escalating to Engineering.
• Identifying code defects and edge cases in our platform. You don't just find the "what"; you explain the "why."
• Improving observability by identifying logging and monitoring improvements and unblocking customers using our software.
• Acting as a mentor to the Global Support organization providing structured enablement, training sessions, and validated knowledgebase contributions.
• Participating in the on-call rotations when needed to ensure severe issues get addressed as soon as possible.
• Liaising with Product Managers and Engineering to clarify functional requirements and advocate for long-term fixes.
• Act as the final point of technical escalation, joining live sessions with key customers to resolve complex environmental issues and provide expert-level troubleshooting guidance

You Have

• 4+ years in a technical, customer-facing role (ideally SaaS) with at least 2+ years of hands-on development in Java or Python
• Advanced SQL proficiency and the technical depth to perform complex query optimization, alongside a proven track record of resolving intricate JDBC/ODBC integration hurdles and database-level firewall restrictions.
• A proven ability to conduct comprehensive log analysis within distributed environments, bringing together disparate system data to speed up troubleshooting and identify the exact fixes needed to resolve issues.
• A deep understanding of how SaaS platforms interact with on-premise data sources, including troubleshooting networks, proxies and SSL/TLS certificates
• Working knowledge of Kubernetes (K8s) and Linux environments.
• An understanding of metadata structures and data flows across cloud platforms (Snowflake, BigQuery), ETL tools (dbt, Informatica), and BI systems (Tableau, Power BI) (Nice to have)
• The ability to distill complex technical post-mortems into actionable insights for both customers and internal stakeholders.
• A bachelor’s degree or equivalent related working experience is required

• You must have work authorization to work in Prague, CZ.

You are

• A technical authority who brings deep product expertise to the table, serving as the recognized "go-to" expert in your specialized domains.
• An investigator at heart, excited by the challenge of hunting down bugs and resolving complex, non-obvious issues.
• The ultimate advocate for the customer, keeping their needs at the center of every technical decision.
• A technical mentor with the requisite skill to train and assist others, acting as a vital asset to the growth and success of the entire team.
• A collaborative professional who thrives in a cross-functional environment, synchronizing with diverse resources and always prioritizing the team’s collective success.

Measures of success

• Within your first month, you will master the Collibra landscape and our support protocols, partnering with advanced support engineers to shadow their diagnostic processes.
• Within your third month, you will be an active member of our team, and be comfortable investigating issues independently.
• Within your sixth month, you will interact directly with Product Engineering teams to drive platform improvements. You will be the recognized SME for the most complex parts of the system.