Customer Support Engineer - US Remote (EST)
About Collate Collate is the company behind OpenMetadata, the fastest-growing open-source metadata platform. Our founders previously created Apache Hadoop, Apache Atlas, and Uber Databook, and cofounded Hortonworks, taking it through IPO. We’re on a mission to help every organization realize the full potential of their data through AI Agents, open source, and unified metadata. Traditional data catalogs and quality tools fall short, Collate solves foundational challenges in data discovery, observability, and governance by building an agentic metadata platform that connects all data users. With Collate’s AI powered platform, enterprises can: • Discover and understand data at scale. • Ensure trust and quality across complex ecosystems. • Unlock collaboration, observability, and governance with a unified metadata layer. If you’re passionate about shaping the future of data and AI, this is your opportunity to join a category-defining company at the ground floor. The Role As a Customer Support Engineer, you’ll be the frontline technical expert helping customers succeed with our platform. You’ll troubleshoot complex technical issues, provide product guidance, and collaborate cross-functionally with engineering, product, and customer success teams to ensure a seamless customer experience. This role combines technical problem-solving, communication, and customer advocacy — ideal for someone passionate about technology and customer success. What You’ll Do • Drive Rapid Resolution – Triage tickets, coordinate with engineering, and communicate updates clearly until problems are closed and learnings are documented. • Close the Feedback Loop – Turn support data into actionable product insights; champion fixes and enhancements that reduce future load. • Own the Knowledge Base – Keep docs, playbooks, and community answers current so users can self-serve first. • Measure & Iterate – Track CSAT, MTTR, and defect trends; run experiments to shave minutes off response times and days off resolution. What We’re Looking For • 7+ years in technical support with 2+ years supporting a SaaS or data-infrastructure product. • Proven mastery of support tooling (Pylon, Zendesk, Jira, Linear, etc.) and SLA management. • Enough technical depth (Java/Python stack, SQL, Linux) to reproduce issues and speak the same language as developers. • Strong communicator who thrives in public channels (Slack, GitHub) and embraces radical transparency. • Passion for continuous improvement and open-source communities. Nice to Have • Experience with OpenMetadata, data catalogs, or observability platforms. • Familiarity with AI/ML workflows and how metadata can drive trust in AI. • Experience with SQL, Python, or other scripting languages for prototyping solutions. • Knowledge of modern data ecosystems (Snowflake, Databricks, BigQuery, etc.). • Familiarity with adjacent solutions (Alation, Collibra, Atlan, Datahub, etc.). Why Join Collate • Competitive salary and early-stage equity. • Fully remote role with a global, distributed team. • Work directly with world-class founders and early builders of Apache and Uber’s data stack. • Join a fast-growing, no-bureaucracy team obsessed with solving the hardest data challenges. • Opportunity to shape the category of metadata + AI Agents and impact how data teams worldwide collaborate. Apply tot his job