Remote Tier 2 Support Specialist — SaaS Escalation Expert

Userc Dehradun; United States; Remote; USD 90,000 - 100,000; Full time

Job summary

Odaseva is seeking a Tier 2 Support Specialist to join our remote-friendly, customer-focused Support team on the East Coast. You will handle inquiries, issues, and feature suggestions, delivering world-class service to trusted enterprise customers.

You will collaborate across R&D, Product, and CSM, manage tickets with urgency, and contribute to knowledge base improvements while upholding Odaseva’s standards for security and reliability.

Qualifications

• 6+ years of experience resolving technical issues for clients in a SaaS support role.
• Proven ability to build lasting customer relationships.
• Full professional proficiency in English.

Responsibilities

• Respond to tickets via phone, e-mail, and live chat with timely updates.
• Escalate and collaborate with R&D, Product, and CSM to resolve issues.
• Provide regular updates to tickets and open issues.
• Coordinate with Support tiers 1 and 3 to troubleshoot.
• Support Managed Backup Services for backups and monitoring.
• Assist QA on bugs and new features and test functionality.
• Help manage the knowledge base for customer self-service.
• Be passionate about customer happiness and teamwork.

Skills

6+ years experience

Customer relationships

English proficiency

Tools

Salesforce certifications

Job description

Odaseva is seeking a Tier 2 Support Specialist to join our remote-friendly, customer-focused Support team on the East Coast. You will handle inquiries, issues, and feature suggestions, delivering world-class service to trusted enterprise customers.

You will collaborate across R&D, Product, and CSM, manage tickets with urgency, and contribute to knowledge base improvements while upholding Odaseva’s standards for security and reliability.