Technical Support Engineer

User Support & Customer Service

3+ years of technical user support or customer success experience in enterprise software environments

Demonstrated ability to explain complex technical concepts to non-technical audiences

Strong customer service orientation with patience and empathy

Experience triaging and resolving user issues across varying complexity levels

Proven ability to remain calm and effective under pressure during high-volume support periods

Excellent problem-solving skills identifying root causes and effective solutions

Preferred Qualifications

Healthcare industry experience with understanding of healthcare data and workflows

Collibra platform experience as an end user or administrator

ITIL Foundation certification understanding IT service management

Change management certification

Experience with data governance programs and data stewardship

Background in instructional design or formal training development

Familiarity with HIPAA compliance and healthcare data sensitivity

Experience with community management and building user communities