Tier 2 - Support Specialist (East Coast)

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

O

United States Full Time USD 90000–100000 / annual Posted 18 hours ago

Location United States

Job type Full Time

Salary USD 90000–100000 / annual

Posted 15 Oct 2026 (18 hours ago)

Region USA

Category Customer Service

Source Himalayas

Work mode Remote

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

Odaseva is hiring for Tier 2 - Support Specialist (East Coast) in United States, listed via Himalayas.