[Remote] Customer Support Engineer

Note: The job is a remote job and is open to candidates in USA. Oddball is a company focused on improving the daily lives of millions by delivering quality software solutions to the federal space. They are looking for a Customer Success Engineer to provide Tier 3 technical support for a cloud-based case management system used by a major federal financial regulatory agency, handling complex support issues and collaborating with engineering teams.ResponsibilitiesOwn complex escalated support issues, diagnosing and resolving application and infrastructure problems across the full stackInvestigate and resolve issues within the AWS environment including Aurora PostgreSQL, CloudWatch, and SplunkCollaborate with engineering teams to identify root causes and implement permanent fixes for recurring issuesSupport system monitoring, alerting, and incident response to maintain availability and performanceDocument technical findings, resolutions, and operational runbooks for the broader support teamAssist with release validation and post-deployment verification in coordination with engineeringSkillsHands-on experience providing Tier 3 or full stack technical support in enterprise environmentsProficiency troubleshooting Java backend and React frontend applicationsExperience working within AWS environments including monitoring tools such as CloudWatch and SplunkFamiliarity with PostgreSQL and ability to investigate data-related issuesUnderstanding of CI/CD pipelines and how deployments affect system behaviorThrives in a remote, collaborative Agile environment and genuinely enjoys working closely with engineering and operations teamsCommunicates clearly and openly, whether writing an incident report or walking a Tier 1 analyst through a resolutionApplicants 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 clearanceBachelor's DegreeExperience supporting federal systems or compliance-driven environments is a plusBenefitsFully remoteTech & Education StipendComprehensive Benefits PackageCompany Match 401(k) planFlexible PTO, Paid HolidaysCompany OverviewOddball is dedicated to digital modernization of federal citizen-centric services. It was founded in 2015, and is headquartered in Washington, District of Columbia, USA, with a workforce of 201-500 employees. Its website is https://oddball.io/.