[Hiring] Customer Support Engineer @Oddball

Role Description

We're looking for a Customer Success Engineer to join our team, providing Tier 3 technical support for a cloud-based case management system used internally by a major federal financial regulatory agency.

• Own complex escalated support issues, diagnosing and resolving application and infrastructure problems across the full stack.
• Investigate and resolve issues within the AWS environment including Aurora PostgreSQL, CloudWatch, and Splunk.
• Collaborate with engineering teams to identify root causes and implement permanent fixes for recurring issues.
• Support system monitoring, alerting, and incident response to maintain availability and performance.
• Document technical findings, resolutions, and operational runbooks for the broader support team.
• Assist with release validation and post-deployment verification in coordination with engineering.

Qualifications

• Hands-on experience providing Tier 3 or full stack technical support in enterprise environments.
• Proficiency troubleshooting Java backend and React frontend applications.
• Experience working within AWS environments including monitoring tools such as CloudWatch and Splunk.
• Familiarity with PostgreSQL and ability to investigate data-related issues.
• Understanding of CI/CD pipelines and how deployments affect system behavior.
• Experience supporting federal systems or compliance-driven environments is a plus.
• Thrives in a remote, collaborative Agile environment and genuinely enjoys working closely with engineering and operations teams.
• Communicates clearly and openly, whether writing an incident report or walking a Tier 1 analyst through a resolution.
• Performs other related duties as assigned.

Requirements

• Applicants must be authorized to work in the United States.
• In alignment with federal contract requirements, certain roles may also require U.S. citizenship and the ability to obtain and maintain a federal background investigation and/or a security clearance.
• Education: Bachelor's Degree.

Benefits

• Fully remote.
• Tech & Education Stipend.
• Comprehensive Benefits Package.
• Company Match 401(k) plan.
• Flexible PTO, Paid Holidays.