Respond to support tickets and inquiries through phone, e-mail, and live chat
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, optimize 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 open to wearing multiple hats with a readiness to support all members of the Odaseva team
Acting as a Bridge to Expert Services: Transition seamlessly from reactive support to proactive architectural guidance, designing scalable data management strategies and best-practice frameworks for enterprise-level clients.

3-5 years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
Salesforce experience and certification mandatory
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
Comfortable presenting ideas internally and to client stakeholders
Excellent time and priority management skills

Tier 2 Support Specialist

Key skills