Tier 2 Support Specialist at Odaseva

Since 2012 Odaseva has helped global enterprises secure and manage their most valuable asset: data. The Odaseva EnterpriseData Platform secures and manages Salesforce data, ensuring data resilience, regulatory compliance, and unlocking the value of data. It’s built to solve the complex challenges of large-scale global enterprises.  We’re a fast-growing scale-up with offices in San Francisco, Paris, Sydney, London, Kuala Lumpur, Singapore, and more. We serve a global customer base including Fortune 500 companies, government organizations, and NGOs supporting more than 100 million Salesforce users worldwide. At Odaseva, our values, Trust, Service, Commitment, Excellence, Kaizen, and One Team, define the environment we foster for our employees to thrive and succeed. Your Role: • 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. • Architectural Advisory by leading deep-dive sessions with customers to audit their current Salesforce data architecture, identifying risks and recommending optimizations for Odaseva platform based solutions. 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. What you will bring: • 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 We’re looking for someone who: • Has a strong passion to learn and develop their skill-set • Prides themselves on an exacting attention to detail • Thrives under tight deadlines • Autonomous and proactive • Work cohesively to win deals • Is an excellent communicator • Is focused with a positive outlook • Has a strong sense of humor • Leads by example • A Plus: Has Strategic Technical Vision by proven ability to move beyond "fix-it" tickets • Must be in the office 3x a week Who We Are 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. Our core values define who we are: Trust, Customer Centricity, Engagement, Excellence, Continuous Innovation, and Teamwork. Inclusive & Diverse – We champion equality and embrace diversity. Supportive & Collaborative – A team of smart, kind professionals who uplift each other through teamwork, not competition. Excellence with a Casual Touch – High professional standards in a relaxed, approachable work culture. Impact-Driven – A place where you can truly make a difference and advance your career. Innovators in Data & Cloud – Leading the way in cutting-edge technology and solutions. Competitive & Rewarding – Offering industry-leading compensation and benefits. Truly Global – With offices in Paris, San Francisco, Sydney, and London, and a worldwide presence. Flexible Work Environment – We support a hybrid, flexible office culture. 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. Compensation: The compensation range will be determined as a reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. If this sounds like the right place for you, we encourage you to apply!