Saas Customer Support Engineer Hyderabad (India)

Job Description Job Overview As a Saas Customer Support Engineer you will be responsible for managing customer and partner communications to resolve support tickets, ensuring timely resolution within contractual SLAs, and contributing to the overall customer experience. This role requires robust technical troubleshooting skills across data platforms, networking, and SaaS environments, combined with a customerfirst mindset and excellent communication abilities. Key Responsibilities Manage all communication with customers and partners required to resolve support tickets. Resolve support tickets within contractual Service Level Agreements . Coordinate and track ticket escalations. Maintain accurate records of communication and actions in Zendesk . Contribute frequently asked questions and solutions to the Collibra knowledge base. Qualifications Required Skills SaaS Support Experience : 35 years in customerfacing SaaS support roles. SQL Proficiency : Handson experience with multiple SQL dialects. Connectivity Troubleshooting : Experience with JDBC/ODBC connectivity, firewalls, and connection strings. Metadata & Data Flow Knowledge : Understanding of metadata structures and data flows across cloud platforms (Snowflake, BigQuery), ETL tools (dbt, Informatica), and BI systems (Tableau, Power BI). Log Analysis : Ability to parse and interpret diverse log formats (application logs, stack traces, system logs). Linux & Containers : Fluency with Linux command line for service/file management; Kubernetes or containerized environments experience is a plus. Enterprise Security & Networking : Working knowledge of SSL/TLS certificates, proxy settings, and SaaS communication with onpremise data sources. Required Qualifications Bachelors degree or equivalent related working experience. Solid customer focus with a commitment to delivering white glove service during incident management. Eagerness to learn and adopt current technologies and tools. T Job Description Job Overview As a Saas Customer Support Engineer you will be responsible for managing customer and partner communications to resolve support tickets, ensuring timely resolution within contractual SLAs, and contributing to the overall customer experience. This role requires robust technical troubleshooting skills across data platforms, networking, and SaaS environments, combined with a customerfirst mindset and excellent communication abilities. Key Responsibilities Manage all communication with customers and partners required to resolve support tickets. Resolve support tickets within contractual Service Level Agreements . Coordinate and track ticket escalations. Maintain accurate records of communication and actions in Zendesk . Contribute frequently asked questions and solutions to the Collibra knowledge base. Qualifications Required Skills SaaS Support Experience : 35 years in customerfacing SaaS support roles. SQL Proficiency : Handson experience with multiple SQL dialects. Connectivity Troubleshooting : Experience with JDBC/ODBC connectivity, firewalls, and connection strings. Metadata & Data Flow Knowledge : Understanding of metadata structures and data flows across cloud platforms (Snowflake, BigQuery), ETL tools (dbt, Informatica), and BI systems (Tableau, Power BI). Log Analysis : Ability to parse and interpret diverse log formats (application logs, stack traces, system logs). Linux & Containers : Fluency with Linux command line for service/file management; Kubernetes or containerized environments experience is a plus. Enterprise Security & Networking : Working knowledge of SSL/TLS certificates, proxy settings, and SaaS communication with onpremise data sources. Required Qualifications Bachelors degree or equivalent related working experience. Solid customer focus with a commitment to delivering white glove service during incident management. Eagerness to learn and adopt current technologies and tools. T