Customer Support Analyst

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.

We're looking for a Customer Support Analyst to join our team, providing Tier 1 support for a cloud-based case management system used internally by a major federal financial regulatory agency.

What you'll be doing:

• Serve as the first point of contact for end user support requests, triaging and resolving issues through Jira
• Troubleshoot application access, functionality, and configuration issues for internal users
• Assist with User Acceptance Testing (UAT) and contribute to the creation of user guides and training materials
• Document support tickets, resolutions, and recurring issues to identify patterns and improve system reliability
• Escalate complex technical issues to Tier 3 engineering support with clear documentation
• Communicate clearly with end users throughout the resolution process to ensure a smooth support experience

What you’ll bring:

• Experience providing Tier 1 helpdesk or technical support for large enterprise applications
• Familiarity with Jira or similar ticketing systems for support management
• Ability to document issues clearly and maintain organized support records
• Comfort working with non-technical end users and translating technical issues into plain language
• Experience supporting federal systems or working in a regulated environment is a plus
• Thrives in a remote, collaborative environment and genuinely enjoys helping people solve problems
• Communicates clearly and openly, whether walking a user through a fix or escalating an issue to engineering
• 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 [email protected]

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:

At Oddball, it’s important each employee is compensated competitively and fairly. In alignment with state legal requirements. A range for the included position is listed below. Be advised, actual offer details are determined by job category, job location, and candidate skill level.

United States Wage Range: $60,000 - $90,000