About the Role
Oddball is seeking a Customer Success Engineer to provide Tier 3 technical support for a cloud-based case management system utilized by a major federal financial regulatory agency. You will play a vital role in ensuring the availability and performance of critical infrastructure while collaborating with engineering teams to solve complex issues.
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.
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.
- Bachelor's Degree.