Tier 2 - Support Specialist

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

Companies representing 10% of global market capitalization trust the company, 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, the company 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 the company 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.