Odaseva

Salesforce data governance, protection, compliance

Tier 2 Support Specialist

Customer SupportConfirmed live in the last 24 hours

Full-timeNew York, NY, USA$90k - $100k /yrRemote

About the Job

Requirements

At least 6 years of experience resolving technical issues for clients in a support environment, ideally for a software-as-a-service company.
Background 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.
Comfort presenting ideas internally and to client stakeholders.
Time and priority management skills.
Communication skills.
Salesforce certifications.
Full professional proficiency in English.

Responsibilities

Respond to support tickets and inquiries through phone, email, and live chat.
Handle escalated cases by working cross-functionally with research and development, Product, and Customer Success Management.
Provide customers with regular updates on tickets and open issues.
Communicate with Support Tier 1 and Tier 3 to troubleshoot and resolve issues.
Work with the Managed Backup Services team to implement, monitor, and optimize backup plans.
Assist with quality assurance for bugs and new features by consistently testing platform functionality.
Assist in managing the knowledge base to help clients find answers to frequently asked questions.
Support other members of the team as needed.

Salary Range: 90000 to 100000 (Currency: USD) (Pay period: per-year-salary)

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.

About the Company

Odaseva

Salesforce data governance, protection, compliance

Odaseva provides data governance for Salesforce, offering backup and restore (data protection), data compliance (GDPR, CCPA), and data operations (automation and data quality) for large enterprises and nonprofits. It delivers a subscription-based suite that integrates with Salesforce to automatically back up data, enable quick recovery, enforce regulatory compliance, and automate data-management tasks to improve data quality and speed up innovations. Differentiation comes from focusing on Salesforce data governance at scale, combining protection, compliance, and operations in a single platform with customizable solutions for large organizations. The company aims to help customers protect, govern, and optimize their Salesforce data to stay compliant and operate efficiently.

Company size: 51-200
Company stage: Series C
Total funding: $91.1M
Headquarters: San Francisco, CA
Founded: 2012

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