OwnBackup is one of the fastest growing global SaaS companies. With nearly 5,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised over $500 million in funding from AIkeon Capital, B Capital Group, BlackRock Private Equity Partners, Insight Partners and others.

We are looking for a Salesforce Technical 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!

Your Day-to-Day Role

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

Your Work Experience

Overall 5-8 years experience as a Technical Support Engineer
Minimum 2 years experience in Services and Support roles, such as Customer Success, Professional Services, Sales and/or Consulting
2+ years experience with Salesforce as an Admin / Business Analyst - Mandatory
Active Salesforce Admin certification - Mandatory
Hands on experience handling complicated Salesforce support issues - High Volume, Complex issues, Large user base
Exceptional organisational and time management skills
Excellent written and verbal communication skills
Ability to analyse and solve problems, perform complex tasks and prioritise multiple projects
Strong English speaking, reading and writing skills

Important Details

This is a full-time position. The ideal candidate will work out of our Hyderabad office to maximise collaboration and interaction with business . Travel may be required.

OwnBackup is dedicated to creating an environment where employees thrive. It’s why we provide every employee with unlimited holiday, private health insurance, and a pension plan. Travel may be required.

New employees also have the opportunity to attend our award-winning new hire bootcamp, which customises 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.

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 and one culture that builds trust through transparency. We do not discriminate based on race, colour, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.

A Bit About Us

OwnBackup is a leading SaaS data protection platform for some of the largest SaaS ecosystems in the world, including Salesforce, Microsoft Dynamics 365, and ServiceNow. Through capabilities like data security, backup and recovery, archiving, and sandbox seeding, OwnBackup empowers thousands of organisations worldwide to manage and protect the mission-critical data that drives their business.

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