• Acting as the primary technical contact for named accounts that subscribe to Premium Customer Support, serving as the customer’s trusted technical advisor and advocate back into Collibra • Owning Support Tickets for a small number of assigned customers by managing the communication and action plans toward effective and timely resolution of technical issues • Delivering proactive guidance and best practice to mitigate potential issues and equip the customer with the knowledge to address specific needs and priorities • Collaborating with Customer Success Managers and other account team members for assigned accounts to maintain a thorough understanding of the Customer's Technical Environment and product plans • Engaging and supporting the greater Premium Support organization and engineering team to assist with issues and provide technical guidance to ensure the customers’ overall success with Collibra products

• Support large enterprise customer with a very demanding SLA that spans across multiple time zones, countries etc. • Coordinate and communicate effectively with all parties, both external and internal. • Troubleshoot complex distributed systems that involve Citrix, VDI, Windows servers, Linux Server, AD, MFA, and SQL Servers. • Pick up new eDiscovery technology to provide the best support for our customers. • Drive and collaborate with other teams to get things done.

• Run Kata.ai's Technical Support function end-to-end — managing client issue triage, BAU client requests, SLA performance, incident response, RCA quality, and continuous workflow improvement — across Kata's chatbot, voice AI, and Omnichannel platforms for a portfolio of enterprise clients in regulated industries. • Lead the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product, so that clients experience reliable, fast, and high-quality service resolution — and so that operational insights flow back into Engineering and Product to systematically reduce recurring issues at the platform level.

• Works closely with peer groups to support an assigned area or function. • Develops requirements and designs documentation along with use cases, based on user input. • Designs workflow and business processes, completes application configuration/development and creates testing strategies. • Participates as part of a team that supports planning and implementation of new systems or functions and ensures that quality application maintenance and upgrades are delivered. • Completes assigned application configuration or development deliverables, and may be asked to lead teams in the completion and testing of their assigned deliverables. • Provides, and may lead, business analysis and support services for non-production and production environments, including requirements analysis, configuration, testing, and implementation. • Answers end user requests for support, including troubleshooting, break/fix support, researching, and solving problems, and serves as an escalation point to answer end user requests. • Maintains technical data integrity by creating and executing queries, reports and/or SQL, analyzing data, and identifying system improvements. • Participates in, and may be asked to lead, regular team retrospective events with a continuous improvement mindset.