Tier 2 Support Specialist

Odaseva; New York (NY); Hybrid; USD 90,000 - 115,000; Full time

Job summary

Odaseva, a leader in enterprise data management and security, seeks a Tier 2 Support Specialist to join our Super Awesome Support team. You will handle inquiries, technical issues, and customer feedback to deliver a world-class experience.

You will collaborate across R&D, Product, and CSM, contributing to knowledge base updates and backup service optimization, in a hybrid, global environment with offices in Paris, San Francisco, Sydney, and London.

Qualifications

• 6+ years resolving technical issues for clients in a SaaS environment.
• Background in establishing and building lasting customer relationships.
• Ability to multitask between calls, emails and open cases to resolve issues.
• Full professional proficiency in English.

Responsibilities

• Respond to support tickets via phone, e-mail, and live chat.
• Handle escalated cases by working cross-functionally with R&D, Product, CSM.
• Provide regular updates to tickets and open issues.
• Communicate with Support tier 1 and 3 to troubleshoot and resolve issues.
• Work with Managed Backup Services to implement, monitor, optimise backup plans.
• Assist with QA regarding bugs and new features.

Skills

6+ years experience

Customer relationships

Multitasking

English proficiency

Salesforce certs

Tools

Salesforce

Job description

Odaseva provides enterprise data management and security solutions that help organizations exercise sovereignty over their critical data.

Companies representing 10% of global market capitalization trust Odaseva, including Schneider Electric, Volkswagen and Robert Half.

Its Excalibur Data Platform enables customers to protect, secure, move, and use data and code independently of application vendors.

The platform supports complex and high-volume use cases, including backup, archiving, zero-copy, BCDR & High Availability, data federation, and semantic AI orchestration.

Customer-controlled end-to-end encryption raises the bar for enterprise security.

With 11 patents, Odaseva manages 50 trillion records and supports 100 million users.

Your Role:

We’re seeking a Tier 2 Support Specialist to join our Super Awesome Support team.

As a Tier 2 Support Specialist, you will provide world class service to our customers. You will engage customers on inquiries, technical issues, and suggestions. You will help provide a valuable and memorable experience.

You will have the opportunity to work in an exciting ecosystem. If you want to become another important member of a fast growing team of experts, this is the job for you.

Your responsibilities

• Respond to support tickets and inquiries through phone, e-mail, and live chat.
• Handle escalated cases by working cross-functionally with but not limited to R&D, Product, CSM.
• Diligently work with customers by providing regular updates to tickets and open issues.
• Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues.
• Work with our Managed Backup Services team to implement, monitor, optimise our backup plans.
• Assist with QA regarding bugs and new features, consistently test functionality of the platform.
• Assist in managing the knowledge base to help clients find answers to frequently asked questions.
• Be passionate about making our customers happy.
• Be open to wearing multiple hats with a readiness to support all members of the Odaseva team.

Required Qualifications

• 6+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
• Background in establishing and building lasting customer relationships and/or customer support experience
• Ability to multitask between calls, emails and open cases to resolve issues
• Ability to thrive under tight deadlines
• Ability to work in a diverse team environment
• Comfortable presenting ideas internally and to client stakeholders
• Excellent time and priority management skills
• Salesforce certifications
• Full professional proficiency in English

Who We Are

At Odaseva, we believe in fostering an inclusive, supportive work environment where talented people can innovate and grow. Our culture is built on being smart, humble, hardworking, and above all collaborative.

Our core values define who we are: Trust, Customer Centricity, Engagement, Excellence, Continuous Innovation, and Teamwork.

Inclusive & Diverse

We champion equality and embrace diversity.

Supportive & Collaborative

A team of smart, kind professionals who uplift each other through teamwork, not competition.

Excellence with a Casual Touch

High professional standards in a relaxed, approachable work culture.

Impact-Driven

A place where you can truly make a difference and advance your career.

Innovators in Data & Cloud

Leading the way in cutting-edge technology and solutions.

Competitive & Rewarding

Offering industry-leading compensation and benefits.

Truly Global

With offices in Paris, San Francisco, Sydney, and London, and a worldwide presence.

Flexible Work Environment

We support a hybrid, flexible office culture.

At Odaseva, we are an Equal Employment Opportunity (EEO) employer. We consider all applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.