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Escalation Support Engineer

Company: OwnBackup
Location: Englewood Cliffs
Posted on: January 15, 2022

Job Description:

The Job

Data loss can be devastating. Whether it's caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That's why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly $500 million in funding from AIkeon Capital, B Capital Group, BlackRock Private Equity Partners, Insight Partners and others.

OwnBackup is looking for a passionate, dedicated, and highly motivated Escalation Support Engineer to join our elite engineering team for a full-time position. As a Tier IV Support Engineer, you'll work closely with our support team, DevOps engineers, the R&D organization, and product management to provide outstanding service to our customers.

Your Day-to-Day Role
Troubleshooting customer issues
Identify workarounds solutions to the challenges customers are facing - either by explaining how the system should be used or by coming up with workarounds
Work with R&D on investigating bugs and suggesting fixes
Communicating solutions to customers, and to other teams in the company

Your Work Experience
At least 3 years of experience as a Tier III Support Engineer, a Test Engineer, or as a Developer
Proven technical troubleshooting skills
Strong Linux / Unix proficiency - a MUST
SQL knowledge - intermediate level queries
Experience working with global teams
Highly customer oriented
Outstanding communication skills
Strong sense of urgency
Experience with Enterprise Software or B2B SaaS
Programming skills - a strong advantage
Working with Log systems - Kibana/Elasticsearch or equivalent
Knowledge of Salesforce - a strong advantage
Social, communicative and generally a nice person :)

I mportant Details

This is a full-time position. The ideal candidate will work out of our New Jersey office to maximize collaboration and interaction with business development reps and account executives.

OwnBackup is dedicated to creating an environment where employees thrive. It's why we provide every employee with unlimited PTO, generous medical benefits, and a 401(k) savings plan. We also offer catered lunches in the office five days a week, a full fitness center, and free shuttle bus service to and from New York City.

New employees also have the opportunity to attend our award-winning new hire bootcamp, which customizes the onboarding experience by role, provides new employees with invaluable hands-on training within their first few weeks at the company, and gives employees the chance to meet their new colleagues in-person.

Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. OwnBackup is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team, one culture, and one family that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.

A Bit About Us

Have a look at our website and read through the AppExchange reviews to get to know OwnBackup a little better. Founded in 2015, OwnBackup is backed by top-tier venture capital firms and has experienced 100% year-over-year growth, establishing early market dominance in a Salesforce ecosystem that includes over 150,000 customers. And while we've experienced tremendous growth providing backup and recovery solutions for Salesforce customers, we are now offering our world-class data protection solution across other clouds, like Microsoft Dynamics 365. At OwnBackup, our vision is to empower customers to own and protect their data on any cloud platform.

Keywords: OwnBackup, Yonkers , Escalation Support Engineer, Engineering , Englewood Cliffs, New York

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