Tier 2 - Support Specialist (East Coast)

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 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
• Excellent communication skills
• Salesforce certifications
• Full professional proficiency in English