Technical Support Specialist
2 weeks ago
We are seeking a highly skilled Technical Support Engineer to join our team at Own, a leading data platform trusted by thousands of organizations to protect and activate SaaS data.
As a Technical Support Engineer, you will be responsible for providing exceptional technical support to our customers, ensuring the availability, security, and compliance of their mission-critical data.
Key Responsibilities- Partner with customers to understand their technical landscape and goals, then translate them into solutions that maximize productivity and drive business value.
- Drive and track KPIs through cases, such as response and resolution times to meet Own's SLA.
- Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction.
- Handle case escalations from the Tier 1 team for complex problems requiring in-depth Salesforce experience with empathy.
- Engage with customers for onboarding and training of new accounts.
- Share your knowledge with the team through periodic internal training sessions.
- 3+ year(s) experience with Salesforce as an Administrator.
- 3+ year(s) experience in Technical Services or Support roles.
- A current Certified Salesforce Administrator certification.
- Exceptional organizational and time management skills.
- Excellent written and verbal communication skills.
- Experience in dealing with large, complex, distributed systems scale business.
- Navigate, escalate and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems.
We offer a competitive salary range of $69,200 to $86,500, depending on experience and qualifications.
Additionally, we provide unlimited PTO, generous medical benefits, a 401(k) savings plan with a 4% employer match, discretionary bonuses/incentives, and stock options.
We strive to create an environment where employees thrive, and we are committed to diversity and inclusion.
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