Tier 2 - Support Specialist
Core
Provide world-class technical support and service to enterprise customers using the Excalibur Data Platform for data management and security.
Role type
Tier 2 Support Specialist (SaaS)
Builds
Customer trust and resolution of escalated technical issues for data protection and security solutions
Domain
Enterprise Data Management & Security
Deliverable
client delivery
Required skills
technical issue resolution, customer relationship management, multitasking, time management, internal communication, stakeholder presentation, QA testing, knowledge base management
Preferred skills
SaaS support experience, cross-functional collaboration
Technologies
Excalibur Data Platform, Managed Backup Services, Salesforce
Responsibilities
Respond to support tickets and inquiries via phone, email, and live chat; Handle escalated cases by collaborating with R&D, Product, and CSM; Provide regular updates on tickets and open issues; Collaborate with Tier 1 and 3 support to troubleshoot and resolve issues; Work with the Managed Backup Services team to implement, monitor, and optimize backup plans; Assist with QA regarding bugs and new features; Assist in managing the knowledge base
Seniority
Mid-Senior, hands-on IC
