Senior Tier 2 SaaS Support Engineer

Odaseva; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Odaseva is seeking a Tier 2 Support Specialist to join our Super Awesome Support team in the United States. You will deliver world-class service to customers, addressing inquiries, technical issues, and suggestions to create a memorable experience.

You will collaborate across teams to ensure timely, effective resolutions in a fast-growing ecosystem. Responsibilities include handling tickets via phone, email and chat, working with R&D, Product, and CSM on escalated cases, and helping QA for bugs

Qualifications

• 6+ years resolving technical issues for clients in a support environment (SaaS preferred).
• Proven ability to build lasting customer relationships and manage multiple cases.
• Strong multitasking across calls, emails and tickets to meet deadlines.
• Excellent written and verbal communication in English; Salesforce certifications are a plus.

Responsibilities

• Respond to support tickets and inquiries via phone, email and live chat.
• Handle escalated cases with cross-functional teams (R&D, Product, CSM).
• Provide regular updates to tickets and open issues for customers.
• Collaborate with Tier 1 and 3 Support to troubleshoot and resolve issues.

Skills

Technical support

SaaS

Customer relations

Multitasking

Time management

Communication skills

Salesforce certifications

English fluency

Job description

Odaseva is seeking a Tier 2 Support Specialist to join our Super Awesome Support team in the United States. You will deliver world-class service to customers, addressing inquiries, technical issues, and suggestions to create a memorable experience.

You will collaborate across teams to ensure timely, effective resolutions in a fast-growing ecosystem. Responsibilities include handling tickets via phone, email and chat, working with R&D, Product, and CSM on escalated cases, and helping QA for bugs