Zendesk Admin / Support Operations Engineer

| Greater NYC Area

We're Ushering a New Era of Data Participation. Interested?

Collibrians are building a new way for all data users to have access to trustworthy data so they can make good data-driven decisions. We have modeled the Collibra platform after the best collaborative digital communities to be flexible, transparent, and human. We’ve replaced rigid rules with open collaboration. The result is data governance that’s second nature, from day one. If you’re interested in joining the team, look no further.

How you'll make an impact at Collibra:

Collibra provides world-class Support Services to our growing customer base. We need an experienced Operations Engineer for our global team who can ensure our team has the appropriate tools, materials, and training. As an Operations Engineer you’ll be maintaining our Support environments and integrations, identifying key pain points and inefficiencies in our day to day operations, and providing solutions. At Collibra, the customer is our “True North” and our Customer Support Team spearheads that commitment to excellence!

A day in the life of a Support Operations Engineer at Collibra:

You’ll play an integral role as part of Customer Support Operations Organization within Collibra, and will be responsible for a wide range of tasks towards improving operational efficiencies and scalability, including:

  • Proactively identifying the tools, materials, software and environments necessary for the Support Team to ensure time to issue resolution is accelerated.
  • Evaluating Zendesk usage and statistics to identify opportunities for scaling and improvement of taxonomy.
  • Maintenance and oversight of the numerous Support integrations and systems (Zendesk, Salesforce, WordPress, Bookly).
  • Collaborating with Support Ops Manager, and Support Managers to (a) decrease new hire ramp time by providing structured onboarding of tools and enablement on procedure and process and (b) aid in the process management of escalations to Engineering Ops.
  • Define processes to establish and monitor problem management performance metrics & key performance indicators.
  • Evaluating NPS, Customer Satisfaction and other metrics to identify pain-points in order to proactively address customer needs.
  • Building out integrations to streamline operations, increase automation, and mitigate the necessity for manual intervention.
  • Working closely with our Community, Engineering and Cloud Operations team for a fully federated distribution of tasks.
  • Monitoring daily functions and systems of global team to ensure hand-offs, follow-the-sun coverage and administrative functions work seamlessly.

You Have:

  • Superior written and verbal skills that illustrate the ability to communicate effectively, promptly and appropriately.
  • Extensive knowledge of enterprise level software architecture components and infrastructure.
  • A bachelor’s degree or equivalent experience in Computer Science or Information Technologies.
  • 2-5 years of experience in an Operations role or equivalent experience.
  • 2-5 years of experience with Zendesk or equivalent ticketing system and taxonomy.
  • Understanding of ITIL principles such as problem management, incident management and continual service improvement.
  • Experience with Java, REST, integrations and connector apps.
  • A calm demeanour with an ability to perform well under pressure.
  • Analytical and methodical problem-solving skills with an ability to work with minimal supervision.
  • Exceptional organizational skills.
  • Can manage competing priorities and understand the business landscape.
  • Experience with Lean principles or other process improvement methodologies (optional).
  • Zendesk certifications (optional).

We Offer:

  • A friendly and rapidly growing environment where your input will be valued and your growth fostered
  • Ongoing opportunities to collaborate with fellow Collibrians globally for team meetings, trainings, and conferences
  • Flexible hours = quality > quantity
  • A state-of-the-art laptop 
  • And of course, a competitive salary with a strong benefits package.

#LI-ER1 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • HibernateLibraries
    • SparkLibraries
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • Neo4jDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • PendoAnalytics
    • InVisionDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • Salesforce CPQCRM
    • Callidus CRM
    • PS Enterprise CRM
    • Oracle EloquaLead Gen
    • EngagioLead Gen

Location

FiDi’s rich history is the perfect backdrop to keep us humble without stifling the innovation that our new office inspires. And commuting is a breeze!

An Insider's view of Collibra

What’s the vibe like in the office?

There are a lot of options for when I want to be “distracted” from my work. The office has an amazing mix of personalities that blend together very well. It’s great to have exposure to the individuals who started this company, as well as the rest of the c-suite employees. The office is collaborative so it feels like your opinion actually matters.

Akil

Sales Development Representative

How do you collaborate with other teams in the company?

Cross-team collaboration within Collibra is integral to my position. As an FP&A Analyst, I act as a financial advisor to co-workers across different teams to ensure business decisions and their corresponding impacts help achieve not just Collibra’s business goals, but Collibra’s financial goals as well.

Billy

FP&A Analyst

How has your career grown since starting at the company?

Back in the summer of 2016, I started working at Collibra as an SDR. Fast-forward just two years, and not only have I had the opportunity to create a new account executive role, but I'm now the global sales leader for that team! Collibra is growing fast and there are loads of exciting opportunities available to those who want to work for it.

Jonelle

Manager, Junior Account Executives

What makes someone successful on your team?

The customer advisory management team looks for people who are determined to drive value for our customers. They’re people who build strong relationships, identify challenges, and love to find solutions. It’s why our customers love us!

Alexis

Manager, Customer Advisory Management

What are Collibra Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
We provide bi-monthly lunch following our all-hands meetings.
Happy Hours
Happy hours are hosted Once per month.
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
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