About the Job

Collate is the creator of the fast-growing open-source OpenMetadata project, and we’re passionate about transforming the way data teams work together. Our founders were the creators of Apache Hadoop, Apache Atlas, and Uber Databook, and previously founded and IPO'd Hortonworks.

We are on a mission to help every company realize the fullest potential of data through AI Agents, open-source, and unified metadata, by solving problems around data discovery, observability, and governance that current data catalogs and quality tools fail to address.

Today, we're focused on solving the foundational problem of discovering and understanding data. We believe metadata is the key to unlocking user collaboration, data quality, data observability, and many more applications that'll enrich the life of data users.

If you're up for the challenge, please apply today!

What you'll be doing

• Design & Run Support Operations – Define workflows, KPIs, and escalation paths that keep customers productive and engineers focused.

• Build & Mentor the Team – Hire, onboard, and coach a high-performing global support squad; foster a culture of radical ownership and data-informed decisions.

• 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 you bring

• 7+ years in technical support with 2+ years leading a team for a SaaS or data-infrastructure product.

• Proven mastery of support tooling (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.

Benefits

• Competitive salary and Seed stage startup equity.

• Fully remote.

• Work with smart, motivated, like-minded peers, whom you can teach and learn from to grow together.

• You'll be joining a small team with no bureaucracy or politics and get to work directly with the founders.