Tier 3 - Support Specialist


Tier 3 - Support Specialist




  • SaaS / Cloud Services, Cybersécurité
  • Entre 50 et 250 salariés

Le poste

Tier 3 - Support Specialist

Who are they?

Odaseva’s story began when one of Salesforce’s largest customers came to Sovan Bin with a problem. They needed to best protect and manage their Salesforce data, and asked him to design a solution.

Ten years later, that innovation became the Odaseva platform, enabling large enterprises to manage all their Salesforce data, giving them the tools to protect it, keep it compliant, and distribute it easily. 

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Job description

We are the #1 Enterprise Data Platform for Salesforce

Odaseva is the only platform built specifically to help the world's largest and most ambitious Salesforce customers keep their data protected, compliant, and agile.

We are backed by Salesforce Ventures and are proudly one of the top 5% of ISV partners in the Salesforce ecosystem. Fortune 500 companies like Schneider Electric, Toyota, Heineken, John Hancock, and non-profits trust Odaseva with their most complex data management challenges. More than 90 million Salesforce users rely on Odaseva.

In a world of data breaches and ransomware attacks, Odaseva is on the front lines of developing powerful tools to help companies protect their customers' data against attacks, comply with data privacy regulations like GDPR, and give their DevOps teams the tools to manage data at every step of the application cycle management process

It's a great time to join us! We've experienced multiple consecutive years of 100% revenue growth, and our team has rapidly expanded across hubs in San Francisco, Paris, Sydney, London and remotely. 

When you join Odaseva, you’ll work alongside some of the most accomplished people in the Salesforce ecosystem.

Your Role

We’re seeking a Tier 3 - Support Specialist with extensive Salesforce experience to join our Super Awesome Support team.  

As a Tier 3 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

Your responsibilities will include:

  • Partnering with dedicated customers to improve overall technical and operational health
  • Serving as a trusted advisor helping to understand business goals and priorities needs
  • Developing in-depth understanding of customer environment and recommending proactive services that drive customer success
  • Providing technical expertise acting as the primary technical point of contact for escalations
  • Communicating closely with the Support Tier 1 & 2 and the Engineering team to troubleshoot, resolve issues and contribute to product development
  • Working with our Managed Backup Services team to implement, monitor, optimise our backup plans
  • Conducting architect workshops with customers to deep dive into technical topics
  • Be open to wearing multiple hats with a readiness to support all members of the Odaseva team
  • What you will bring:

  • 7 years+ of experience resolving technical issues for clients in a support environment ideally for a SaaS company
  • Comfortable presenting ideas internally and to client stakeholders
  • Ability to multitask between calls, emails and open cases to resolve issues
  • A deep understanding of using the Salesforce APIs to manipulate data and metadata - REST, SOAP, Bulk and Metadata
  • Understand the nuances of Salesforce objects, industry clouds and installed managed packages, such as the difference between a cascade delete and restricted delete
  • An understanding of Bulk API management at enterprise scale, such the tradeoffs between parallelization and throughout
  • A comprehensive understanding of Salesforce limits in relation to data processing tasks
  • The ability to apply prior knowledge and perform new research to solve problems
  • Ability to document steps to recreate issues and communicate to product development teams
  • Salesforce experience is mandatory
  • Odaseva’s values are: Trust, Customer Centricity, Engagement, Excellence, Continuous Innovation, and Teamwork

    Odaseva offers an inclusive, supportive work environment where talented people innovate and grow. In our work together, we seek to be smart, humble, hardworking and above all - collaborative. If this sounds like a good fit for you, we encourage you to apply.

    We are:

    🔥 Pro-equality, pro-diversity

    🔥️ A team of smart and kind people (inspire emulation - not competition)

    🔥️ A culture of professional excellence yet casual style

    🔥 A place where you can make an impact and grow your career

    🔥️ A company at the forefront of data & cloud innovation

    🔥 A competitive employer 

    🔥 Truly international, with offices in Paris, San Francisco, Sydney and London

    🔥 In favour of Flex office



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