Customer Support Engineer

📍 Job Overview

• Job Title: Customer Support Engineer
• Company: Collibra
• Location: Brussels, Brussels-Capital Region, Belgium
• Job Type: Hybrid (2 days in-office)
• Category: Customer Support
• Date Posted: July 4, 2025
• Experience Level: Intermediate (2-5 years)
• Remote Status: On-site/Hybrid

🚀 Role Summary

• Customer-focused support role to manage customer interactions and resolve support tickets within contractual Service Level Agreements (SLAs).
• Technical troubleshooting of web-based applications and contributions to the Collibra knowledge base.
• Collaborative team environment with a focus on customer satisfaction and continuous learning.

📝 Enhancement Note: This role requires a balance of strong technical skills and exceptional customer service, making it ideal for candidates with a background in customer-facing roles within a SaaS environment.

💻 Primary Responsibilities

• Manage customer communication to resolve support tickets, ensuring adherence to contractual Service Level Agreements (SLAs).
• Troubleshoot web-based applications and coordinate ticket escalation when necessary.
• Maintain records of all communication and actions in ZenDesk and contribute to the Collibra knowledge base.
• Contribute to the growth of the Support Engineering team by sharing knowledge and best practices.

📝 Enhancement Note: This role involves a high level of customer interaction, requiring strong communication skills and a customer-centric mindset. Additionally, candidates should be comfortable working with various tools and technologies to effectively manage support tickets.

🎓 Skills & Qualifications

Education: A bachelor's degree or equivalent related working experience is required.

Experience: 3-5 years in a customer-facing role, ideally in a SaaS environment.

Required Skills:

• Proven experience in customer support or a similar role.
• Strong SQL database knowledge.
• Experience with Kubernetes or containers.
• Excellent communication and problem-solving skills.
• Ability to work in a team environment and collaborate with various stakeholders.

Preferred Skills:

• Experience with Java and REST API.
• Working knowledge of SSL, SSO, and LDAP.
• Familiarity with ZenDesk or similar customer support software.

📝 Enhancement Note: While not explicitly mentioned, experience with or willingness to learn about data governance and data intelligence tools would be beneficial for this role, given Collibra's focus on these areas.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project requirements, as it is focused on customer support rather than web development or server administration.

💵 Compensation & Benefits

Salary Range: €35,000 - €45,000 per year (Estimated based on market research for intermediate customer support roles in Brussels)

Benefits:

• Health coverage
• Time off
• Flexible offerings (e.g., flexible work arrangements, training opportunities)

Working Hours: Full-time (40 hours per week) with a hybrid work arrangement (2 days in-office)

📝 Enhancement Note: The estimated salary range is based on market research for intermediate customer support roles in Brussels. Benefits are tailored to support employees' diverse needs and life goals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Data governance and data intelligence software.

Company Size: Medium (1,001-5,000 employees)

Founded: 2008

Team Structure:

• The Customer Support team is part of the broader Customer Success organization.
• The team consists of Support Engineers, Team Leads, and a Manager.
• Support Engineers work closely with other teams, such as Product, Engineering, and Sales.

Development Methodology:

• Agile/Scrum methodologies for sprint planning and project management.
• Collaborative approach to problem-solving and continuous improvement.

Company Website: www.collibra.com

📝 Enhancement Note: Collibra's company culture emphasizes customer focus, teamwork, and continuous learning, making it an ideal environment for a customer support professional looking to grow their career.

📈 Career & Growth Analysis

Customer Support Career Level: Intermediate (2-5 years)

Reporting Structure: Reports directly to the Customer Support Manager.

Technical Impact: Direct impact on customer satisfaction and Collibra's overall reputation by ensuring high-quality support and resolution of customer issues.

Growth Opportunities:

• Progression to a Senior Support Engineer or Team Lead role.
• Transition to other roles within the Customer Success organization or broader Collibra teams.
• Opportunities for professional development, such as training and certifications.

📝 Enhancement Note: This role offers opportunities for career progression within the Customer Support team or broader Customer Success organization, as well as professional development to enhance technical skills.

🌐 Work Environment

Office Type: Hybrid (2 days in-office, 3 days remote)

Office Location(s): Brussels, Belgium

Workspace Context:

• Collaborative workspace with a focus on teamwork and knowledge sharing.
• Access to necessary tools and resources for effective customer support.
• Flexible work arrangements to support work-life balance.

Work Schedule: Full-time (40 hours per week) with a hybrid work arrangement (2 days in-office)

📝 Enhancement Note: Collibra's hybrid work environment balances the need for in-person collaboration with the flexibility of remote work, allowing employees to maintain a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screen to assess communication skills and cultural fit.
2. Technical assessment to evaluate SQL database knowledge and troubleshooting skills.
3. In-depth interview to discuss problem-solving approach, customer focus, and teamwork.
4. Final interview with the Customer Support Manager to discuss the role and answer any questions.

Portfolio Review Tips: N/A (This role does not require a portfolio)

Technical Challenge Preparation:

• Brush up on SQL database knowledge and troubleshooting skills.
• Familiarize yourself with common customer support scenarios and best practices.
• Prepare examples of your problem-solving approach and customer focus.

ATS Keywords: Customer Support, SQL, Kubernetes, Containers, Java, REST API, SSL, SSO, LDAP, Problem Solving, Communication, Teamwork, Customer Focus

📝 Enhancement Note: To optimize your resume for this role, focus on relevant customer support skills, technical proficiencies, and examples of your problem-solving approach and customer focus.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not require a specific technology stack or web infrastructure knowledge, as it is focused on customer support rather than web development or server administration.

👥 Team Culture & Values

Customer Support Values:

• Customer focus: Putting the customer at the center of everything you do.
• Teamwork: Collaborating with others to achieve common goals.
• Problem-solving: Investigating technical issues and finding effective solutions.
• Communication: Clearly explaining complex situations to customers and stakeholders.

Collaboration Style:

• Cross-functional collaboration with other teams, such as Product, Engineering, and Sales.
• Knowledge sharing and continuous learning within the Customer Support team.
• Regular team meetings and one-on-ones to discuss performance and growth opportunities.

📝 Enhancement Note: Collibra's customer support team values a customer-centric approach, teamwork, and continuous learning, fostering a collaborative environment that prioritizes customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Troubleshooting web-based applications and resolving complex customer issues.
• Keeping up-to-date with new features and updates to the Collibra product suite.
• Managing customer expectations and ensuring high levels of satisfaction.

Learning & Development Opportunities:

• Training and certifications to enhance SQL database knowledge and troubleshooting skills.
• Opportunities to learn about data governance and data intelligence tools.
• Mentorship and coaching from experienced team members and managers.

📝 Enhancement Note: This role presents technical challenges and learning opportunities that will help you develop your skills and advance your career in customer support.

💡 Interview Preparation

Technical Questions:

• SQL database queries and troubleshooting scenarios.
• Examples of your problem-solving approach and customer focus.
• Scenarios involving customer communication and expectation management.

Company & Culture Questions:

• How you would handle a difficult customer interaction.
• Your approach to continuous learning and staying up-to-date with new technologies.
• Your experience working in a team environment and collaborating with other departments.

Portfolio Presentation Strategy: N/A (This role does not require a portfolio)

📝 Enhancement Note: To prepare for the technical interview, focus on your SQL database knowledge, problem-solving skills, and customer focus. Familiarize yourself with Collibra's products and customer support best practices.

📌 Application Steps

To apply for this Customer Support Engineer position:

1. Submit your application through the application link.
2. Tailor your resume to highlight your customer support experience, technical skills, and problem-solving approach.
3. Prepare for the technical assessment by brushing up on your SQL database knowledge and troubleshooting skills.
4. Research Collibra's products and customer support best practices to demonstrate your understanding of the role and company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.