Customer Support Engineer

About Oddball

Oddball believes that we can bring change and improve the daily lives of millions by bringing quality software to the federal space. Our team is full of experienced engineering, product, and user experience professionals who love bringing scalable solutions to life as much as they love working with clients to solve problems. We value learning, growth, and the ability to make a big impact at a rapidly growing company.

The Role: Customer Success Engineer

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.

What You'll Be Doing:

• 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.

What You'll Bring:

• 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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities:

Oddball is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact an Oddball HR representative to request such an accommodation by emailing hello@Oddball.io.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).

Compensation:

United States Wage Range: $75,000 - $110,000
Note: Actual offer details are determined by job category, job location, and candidate skill level.