Customer Support Engineer

Remote from: USA
Salary, yearly, USD: 75,000 - 110,000
Department: Technical Support
Employment type: Full Time,
Job posted: 28 May 2026
Apply before: 28 Jun 2026
Experience level: Midweight
Views / Applies: 12 / 1

A strangely human digital agency

Computer Software
2015

AI Summary

Oddball is seeking a Customer Support Engineer to provide Tier 3 technical support for a cloud-based case management system used by a federal financial regulatory agency. The role involves owning complex escalated issues, troubleshooting across the full stack (Java backend, React frontend, AWS, PostgreSQL), and collaborating with engineering teams. The position is fully remote, requires U.S. citizenship and ability to obtain a security clearance, and offers benefits like tech stipend, 401(k), and flexible PTO. Ideal candidates have experience in enterprise support, AWS monitoring tools, and Agile environments.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires Tier 3 technical support across full stack (Java, React, AWS, PostgreSQL) and federal compliance, which demands advanced problem-solving and domain knowledge. However, it is not a senior engineering role, so difficulty is high but not extreme.

Salary Analysis

AI Insight The offered salary range of $75,000 - $110,000 is competitive for a Customer Support Engineer role with Tier 3 responsibilities, aligning well with the US market median of $92,500. The lower end is slightly below market but the upper end is attractive, especially given the fully remote arrangement and federal sector experience.

Key Skills

Tier 3 Support Java React AWS PostgreSQL CloudWatch Splunk CI/CD Incident Response Federal Compliance

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Support Engineer position at Oddball. With over 5 years of experience providing Tier 3 technical support in enterprise environments, I have developed strong troubleshooting skills across Java, React, and AWS services like CloudWatch and PostgreSQL. I am particularly drawn to Oddball's mission of delivering quality software to the federal space and thrive in remote, collaborative Agile teams.

In my previous role, I successfully resolved complex infrastructure issues, reduced incident response times by 30%, and created comprehensive runbooks that improved team efficiency. I am eager to bring my expertise in full-stack debugging and federal compliance to support your clients effectively.

Thank you for considering my application. I look forward to the opportunity to contribute to Oddball's impactful work.

Sincerely,
[Your Name]

Possible Interview Questions

Describe a time you resolved a complex Tier 3 issue that involved multiple components of the stack. What was your approach?

I once encountered a performance degradation issue affecting a Java application on AWS. I started by analyzing CloudWatch logs and Splunk for error patterns, then used PostgreSQL query profiling to identify a slow query. After tracing it to a missing index, I collaborated with the engineering team to deploy a fix via CI/CD, and monitored post-deployment to ensure resolution.

How do you prioritize support tickets when multiple critical issues arise simultaneously?

I assess each ticket based on impact and urgency. For example, a production outage affecting all users takes precedence over a single-user bug. I communicate with stakeholders, set clear expectations, and escalate if needed. I also use incident response protocols to ensure systematic handling.

Explain how you would investigate a recurring issue in a React frontend that only occurs in specific browsers.

I would replicate the issue in a controlled environment using browser dev tools to check console errors and network requests. I would also review recent code changes and compare behavior across browsers. If it's a compatibility issue, I'd work with the frontend team to implement a polyfill or CSS fix.

What experience do you have with federal compliance environments, and how does it affect your support approach?

I have supported systems requiring FedRAMP and FISMA compliance. This means adhering to strict change management, documentation, and audit trails. I ensure all troubleshooting steps are logged, access controls are followed, and any data handling complies with security policies.

How do you document technical findings and create runbooks that are useful for Tier 1 and Tier 2 support?

I write clear, step-by-step guides with screenshots and common error examples. I use a template that includes symptoms, diagnostic commands, and resolution steps. I also review runbooks with the team to ensure clarity and update them as systems evolve.

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 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 [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: $75,000 – $110,000

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