Odaseva

Customer Support

• Respond to support tickets and inquiries through phone, e-mail, and live chat
• Diligently work with customers by providing regular updates to tickets and open issues
• Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues
• Work with our Managed Backup Services team to implement, monitor, optimize our backup plans
• Assist with QA regarding bugs and new features, consistently test functionality of the platform
• Assist in managing the knowledge base to help clients find answers to frequently asked questions
• Be open to wearing multiple hats with a readiness to support all members of the Odaseva team
• Acting as a Bridge to Expert Services: Transition seamlessly from reactive support to proactive architectural guidance, designing scalable data management strategies and best-practice frameworks for enterprise-level clients.

Tier 2 Support Specialist

Technical Writer

• Lead documentation strategy for both customer-facing and internal documentation across our SaaS platform.
• Write, update, review, and publish product documentation (e.g. Online content, guides, Release Notes, Technical documents).
• Pioneer AI-enhanced documentation workflows using tools like ChatGPT, Claude, and other LLMs to dramatically accelerate content creation.
• Collaborate closely with Product Managers to transform product specs and requirements into clear, actionable documentation.
• Partner with Engineering, Support, and CSM to ensure documentation meets diverse stakeholder needs.
• Audit, restructure, and modernize existing documentation to improve findability and usability.
• Build reusable templates, style guides, and processes that scale across the organization.
• Train and mentor team members on AI-powered documentation best practices.
• Analyze documentation metrics to identify gaps and continuously improve content quality.
• Manage multiple documentation projects simultaneously in a fast-paced environment.

Senior Technical Writer

Account Executive

• Lead executive-level discovery with net-new enterprise prospects to uncover strategic, technical, and compliance-driven needs across IT, security, legal, operations, and business units.
• Shape the customer’s strategic vision and co-create transformation roadmaps that align Odaseva solutions with business outcomes, risk mitigation, and operational excellence.
• Apply any value strategy framework (Spiced, SPIN, Medipicc, etc) to qualify opportunities, influence multi-layered buying committees, and drive complex new-business deals.
• Establish trust and credibility early, setting the foundation for long-term client success before handing the account over to expansion or account management teams after the first year.
• Leverage all internal resources and ecosystem services.
• Translate Odaseva capabilities into measurable outcomes for new clients, including compliance, data governance, operational efficiency, and ROI.
• Build tailored business cases and value stories to support executive-level decision-making.
• Position solutions competitively, articulating differentiation against incumbents and alternative platforms.
• Build and maintain a high-quality new-business pipeline, using CRM insights to prioritize opportunities and forecast with accuracy.
• Manage deal progression and risk across complex buying groups during the one-year acquisition period.
• Collaborate with internal teams to ensure opportunities are ready for seamless handoff to account management/expansion teams.
• Influence C-suite and executive stakeholders to align on strategic priorities, solution fit, and value creation.
• Coordinate internal resources: solution engineering, marketing, partners, legal to drive complex deals to closure.
• Represent Odaseva as a trusted partner, embodying company values in all client interactions.
• Stay current on regulatory trends, enterprise data challenges, and emerging technologies relevant to clients.
• Mentor peers on consultative selling, executive engagement, and new-business acquisition best practices.
• Leverage market insights to continuously improve discovery, positioning, and strategic messaging.

Tier 2 Support Specialist

Senior Technical Writer

Senior Account Executive, New Business