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Premium Support Engineer, Melbourne
Premium Support Engineer, MelbourneMelbourne How you'll make an impact at Collibra :
Collibra has expanded its Customer Support Offerings by adding Premium Customer Support, in order to serve the demands of our top tier customer base.
As a Premium Support Engineer at Collibra, you’ll be the primary technical contact for named accounts that subscribe to Premium Customer Support.
You’ll be responsible for delivering timely responses / resolutions to support tickets and performing Technical Account Management tasks to provide a world class support experience to our customers.
A day in the life of a Premium Support Engineer :
centric mindset to work towards timely resolution as per Service Level Agreements (SLAs).Demonstrate Customer Centric Behaviors (empathy, proactivity, accountability, agility) throughout the support cycle.
Proactive / precise communication and expectation setting with customers until closure of the Support Tickets.Collaborate with Product Management / Engineering organization when technical escalation is required.
Record all communication and actions in Zendesk.
Ensure an intimate understanding of Customer’s Technical Environment.Oversight on Customer’s overall technical needs and facilitate technical questions through Coaching Services, ensuring customers receive best practice-
based guidance towards enhancing self-sufficiency.Collaborate with Customer Advisory Managers for assigned accounts and attend regularly scheduled customer cadences to provide a holistic view of open and resolved support tickets and set expectations accordingly.
Act as the technical escalation for high severity incidents, work closely with customers ensuring high level of communication through to resolution.
Why we need you :
Why you want us : We offer...