Technical Support Engineer

Own is the leading data platform trusted by thousands of organizations to protect and activate SaaS data to transform their businesses. Own empowers customers to ensure the availability, security and compliance of mission-critical data, while unlocking new ways to gain deeper insights faster. By partnering with some of the world’s largest SaaS ecosystems such as Salesforce, ServiceNow and Microsoft DyLearn more at owndata.com.namics 365, Own enables customers around the world to truly own the data that powers their business.

It’s their platform. It’s your data. Own it.

Own is looking for a passionate, dedicated, and highly motivated Technical Support Engineer to join our excellent dynamic team that supports our customers primarily in the Salesforce.com ecosystem. 

As part of the Technical Support team, this role will involve working in a SaaS environment with all teams in the company, including our backup and recovery product (Backup & Recover), our platform and security team (Platform & Security), our SBS team, and the Archiver team. 

Joining a global and professional EMEA team (Israel & London) is an excellent opportunity. You will be able to search, learn, work with a lot of data, work with a wide range of companies and gain certification, becoming more professional with a deeper understanding of what you do. 

We are seeking a Technical Support Engineer to work on the next generation of end-to-end SaaS data protection products. Using AI/ML based federated analytics, we will deliver actionable insights to help our customers grow their businesses.

• Are a curious engineer who loves to discover how things work and determine how to improve them
• Enjoy learning new technologies with a view to defining optimal solutions
• Enjoy taking ideas from conception from delivery
• Are self motivated and have excellent analytical, problem solving and trouble-shooting skills
• Enjoy working collaboratively with product and engineering teams to deliver value to clients

• Responsibility for providing product support to Own 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, Product and 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.

• 2+ years experience in Services and Support roles, such as Customer Success, Professional Services, Technical support
• Exceptional organizational and time management skills
• Excellent written and verbal communication skills
• Fluent / Native English - Verbal and written
• Ability to analyze and solve problems, perform complex tasks and prioritize multiple projects
• Knowledge with information systems
• Experience with Kibana / any other logs tool
• 1+ year(s) experience with Salesforce as an Admin

This is a full-time position. The ideal candidate will work out of our San Diego, CA office a minimum of 3 days per week to maximize collaboration and interaction with the business. Travel may be required.

The base salary hiring range for this position is $69,200 to $86,500. The actual amount to be offered to the successful candidate will be dependent upon various factors such as education, training, skills, qualifications, competencies, years of experience, job-related knowledge, scope of the role, and location.

Own is dedicated to creating an environment where employees thrive, which is why base pay is only one part of the total compensation package that is provided to compensate and recognize employees for their work. This role may also be eligible for unlimited PTO, generous medical benefits, a 401(k) savings plan with a 4% employer match, discretionary bonuses/incentives, and stock options. We also offer catered lunches in the office five days a week.

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. Own 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, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.

Learn more at owndata.com.

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