Company Description

OwnBackup is a leading cloud-to-cloud backup & restore vendor. We provide secure, automated, daily backups of SaaS & PaaS data as well as sophisticated data compare & restore tools for disaster recovery. Our solution complements the SaaS vendor’s (e.g. Salesforce) built-in data-protection mechanisms by covering data loss & corruption caused by human errors, malicious intent, integration errors, and rogue applications. The solution also provides enterprises with the performance and reporting required to meet compliance regulations in a number of industries.

OwnBackup was co-founded by data-recovery, data-protection and information-security experts, each with over 15 years experience in their respective fields. We are a top-ranked backup & restore ISV on the Salesforce.com AppExchange, the 2018 Salesforce Appy award winner, and the winner of multiple Demo Jam awards.

We believe that every employee in the company can and should make an impact every day, and we empower them to do so. If you are self-motivated, like to take initiative and are a great team player you will love working here.

Job Description

OwnBackup is looking for a Technical Customer Support engineer to join our excellent dynamic team that supports our customers primarily in the Salesforce.com ecosystem. This position offers great learning and development opportunities.

If you’re a self-learner, an out-of-the-box thinker and have excellent customer facing skills (both written and verbal), then we want to hear from you!

Responsibilities

• Responsible for providing product support to OwnBackup Clients
• Assist customers with basic troubleshooting and answer questions within the defined support SLA
• Identifying root causes, proposing test cases and proposing solutions to fix the problem.
• Providing timely information to customer facing teams to improve overall customer satisfaction
• Mentoring internal support teams on technical issues and best practices
• Building relationships with other teams across Customer Service, Development as a technical expert
• Work with engineers on the design, deployment and continuous improvement of important infrastructure services (i.e. logging, monitoring and alerting)
• Drive complex, high-profile, customer technical escalations
• Have a strong interest in growing your career and participating in our internal training programs and mentorship initiatives.

Required Experience

• 1+ year(s) experience with Salesforce as an Admin / Business Analyst - MUST
• 1+ year(s) experience in Services and Support roles, such as Customer Success, Professional Services, Sales and/or Consulting
• Exceptional organizational and time management skills
• Excellent written and verbal communication skills
• Ability to analyze and solve problems, perform complex tasks and prioritize multiple projects