Tier 2 Support Specialist

Job Description

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

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

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

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

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

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

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Your Role:

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

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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.

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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.

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Your responsibilities

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

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

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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 .

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

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Inclusive & Diverse – We champion equality and embrace diversity.

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

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Excellence with a Casual Touch – High professional standards in a relaxed, approachable work culture.

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Impact-Driven – A place where you can truly make a difference and advance your career.

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Innovators in Data & Cloud – Leading the way in cutting-edge technology and solutions.

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Competitive & Rewarding – Offering industry-leading compensation and benefits.

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

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Flexible Work Environment – We support a hybrid, flexible office culture.

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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 .