Customer Support Engineer

Customer Success Engineer
Oddball builds software for the federal space, and we think that work matters — done well, it can make daily life better for millions of people. Our team's a mix of engineers, product people, and UX folks who like solving hard problems with clients, not just for them. We're growing fast, and we want people who want to grow with us.
Right now we need a Customer Success Engineer for Tier 3 support on a cloud-based case management system. It's used internally by a major federal financial regulatory agency.
What you'll be doing
Mostly, you'll own the support issues nobody else could crack — the ones that need someone digging through both the app layer and the infrastructure to figure out what's actually broken. You'll be in our AWS environment a lot: Aurora PostgreSQL, CloudWatch, Splunk. When something keeps coming back, you'll work with engineering to find the actual root cause and fix it for good instead of patching it again.
There's also the ongoing work of keeping things running — monitoring, alerting, jumping in when incidents happen. You'll write up what you find so the next person doesn't have to start from zero, and help keep our runbooks current. And when releases go out, you'll help check that everything's working the way it's supposed to once it's live.
What you'll bring
You've done Tier 3 or full-stack support somewhere with real scale before, and you're equally comfortable poking around in Java backend code or a React frontend. AWS is familiar territory — you know your way around CloudWatch and Splunk specifically — and you can hold your own with PostgreSQL when a data issue needs investigating. You get how CI/CD pipelines work and, more importantly, how a deployment can quietly break something three steps removed from where the change actually happened.
Federal systems experience or compliance-heavy environments are a plus if you've got them, but we're not going to rule someone out for lacking it. What we care about more: you actually like working with engineering and ops, not just tolerating it, and you can explain things well — in an incident report, or talking a Tier 1 analyst through a fix step by step. Other duties come up too, as they tend to.
Requirements
You need to be authorized to work in the U.S. Because this supports a federal contract, some roles may require U.S. citizenship and the ability to get and keep a federal background investigation or security clearance.
Education
Bachelor's degree.
Benefits
Fully remote. We offer a tech and education stipend, solid benefits, a 401(k) match, and flexible PTO with paid holidays.
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
Oddball doesn't 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. Need an accommodation during the application process? Reach out to HR at hello@Oddball.io.
We won't discharge or discriminate against employees or applicants for asking about, discussing, or disclosing their own pay or someone else's. Employees who see compensation data as part of their job can't share it with people who don't otherwise have access to it — except for formal complaints, related investigations or proceedings (including ones we run ourselves), or where we're legally required to disclose it. (41 CFR 60-1.35(c))
Compensation
We try to pay people fairly and competitively, in line with state law. The range below is a starting point — the actual offer comes down to role, location, and what you bring to the table.
US wage range: $75,000–$110,000