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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical and problem-solving skills in a customer-facing role, with hands-on experience in troubleshooting web-based applications and managing support tickets. Proficient in using AI tools and big data technologies to enhance customer support and streamline workflows.
Highest-signal resume keywords
Customer-Facing Role ExperienceHands-On Experience With LinuxExperience With MySQL And PostgreSQLProficiency In Java And REST APIKnowledge Of SSL, SSO, And LDAP Certificates
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Analytical Problem-SolvingTroubleshooting Web-Based ApplicationsExperience With Relational DatabasesExperience With Non-Relational DatabasesBig Data TechnologiesJava ProgrammingREST API DevelopmentLinux AdministrationAI Tools ProficiencyTechnical Issue-Solving
Soft Skills
Customer-FocusedTeam-OrientedEager To LearnStrong CommunicationMentoring Ability
Tools & Technologies
ZendeskCollibra Product SuiteKubernetesSparkHadoop
Certifications & Qualifications
Bachelor's Degree In Computer Science
Industry Keywords
SaaS EnvironmentSupport ProcessesService-Level AgreementsFeature RequestsProduct Bugs
Tech Stack
Tools & technologiesHadoopJavaKubernetesLinuxMySQLPostgresSpark
About the role
Key responsibilities & impact- Manage communications with customers and partners to resolve support tickets
- Assess whether support tickets are feature requests or product bugs
- Resolve support tickets within contractual service-level agreements (SLAs)
- Replicate bugs
- Train and mentor junior support engineers
- Coordinate and track ticket escalations
- Maintain records of communications and actions in Zendesk
- Contribute frequently asked questions to the Collibra knowledge base
- Participate in responding to Collibra community questions and discussions
- Learn the Collibra Product Suite and Support processes during the first month
- Begin handling support tickets in a limited capacity by the third month
- Handle a steady flow of standard support cases, contribute to the customer-facing knowledge base, and resolve urgent product-down issues by the sixth month
Requirements
What you’ll need- 3-5 years in a customer-facing role, ideally in a SaaS environment
- Analytical and methodical problem-solving skills
- Hands-on experience with Linux
- Experience with relational and non-relational databases/data sources, including MySQL and PostgreSQL
- Experience troubleshooting web-based applications
- Experience with Java and REST API
- Experience working closely with software developers
- Excellent knowledge of SSL, SSO, and LDAP certificates
- Bachelor's Degree in Computer Science or related field or equivalent experience
- Demonstrated proficiency using AI tools such as Claude, Gemini, ChatGPT, and Copilot to solve business challenges, drive measurable outcomes, or streamline workflows
- A bachelor's degree or equivalent related working experience is required
- Skilled in big data technologies such as Kubernetes, Spark, and Hadoop
- Customer-focused and willing to prioritize customers
- Eager to learn and use new technologies and tools
- Team-oriented and able to coordinate with many people
- Strong investigation and technical issue-solving ability
- Able to summarize, document, and explain complex situations
Benefits
Comp & perks- Flexible benefits offerings
- Competitive compensation
- Health coverage
- Time off
- Diversity, equity, and inclusion initiatives
- Equal opportunity workplace
- Applicant accommodations