Technical Account Engineer

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the main technical contact for a designated portfolio of Premium accounts, ensuring full SLA accountability and complete ownership of ticket resolutions.

• Serve as the initial escalation point for intricate or sensitive issues, collaborating with Engineering and specialized teams while prioritizing based on business impact.

• Assess risks through analysis of ticket trends, monitoring environment health, and evaluating release gaps.

• Provide guidance to customers on upgrade paths, readiness for releases, and optimal timings for maintaining environment stability.

• Facilitate customized Knowledge Share Sessions, committing to a minimum of two sessions per account each year.

• Conduct semi-annual Support Reviews and create quarterly briefings for Account Executives in preparation for QBRs.

• Assist customers in navigating Mutual Success Plan milestones, identifying adoption challenges, and implementing best practices.

• Highlight signals for expansion, upsell possibilities, and indicators of churn risk to Account Executive and Customer Engineering teams.

• Collaborate with Engineering and Product teams regarding trends, bugs, and the prioritization of features.

• Contribute to the enhancement of internal knowledge bases and playbooks.

• Acquaint yourself with Collibra’s product offerings, Premium Support model, and assigned account portfolio during the initial month.

• Establish an account management cadence, take charge of active tickets, and conduct health assessments of accounts in the second month.

• Function as a trusted technical advisor, identify risks, conduct Knowledge Share Sessions, and contribute to QBR briefings by the third month.

⛳️ Requirements

• Over 5 years of experience in technical support, technical account management, customer engineering, or solutions engineering roles within an enterprise SaaS context.

• Strong hands-on technical skills, including proficiency in Java, REST API, SSO, LDAP, Kubernetes, VM environments, SQL, and SSL.

• Experience in root cause analysis, systematic debugging, and integration architecture.

• Extensive knowledge of data governance, data catalog, data quality, or data management platforms.

• Proven track record of managing complex technical relationships with enterprise customers involving multiple stakeholders and teams.

• Demonstrated ability to utilize AI tools such as Claude, Gemini, ChatGPT, or Copilot to address business challenges, achieve measurable results, or enhance workflows.

• A bachelor’s degree or equivalent relevant work experience is mandatory.

• This position is not eligible for visa sponsorship.

• Effective communication skills with architects, data engineers, platform administrators, and executive stakeholders.

• Proactive identification of risks and ownership of systemic issues until resolution.

• Ability to collaborate effectively with Engineering, Product, and GTM teams.

• Capability to manage escalations and prioritize competing demands across a portfolio of accounts.

• Willingness to travel as necessary for strategic or at-risk account engagements.

🏝️ Benefits

• Competitive salary.

• Health insurance coverage.

• Paid time off.

• Flexible benefits that support employees and their loved ones through various life events and circumstances.

• Initiatives promoting inclusion and a sense of belonging.

• Commitment to being an equal opportunity workplace.

• Support for applicant accommodations.