Customer Support Analyst

Remote from: USA
Salary, yearly, USD: 60,000 - 90,000
Department: Customer Success
Employment type: Full Time,
Job posted: 28 May 2026
Apply before: 28 Jun 2026
Views / Applies: 22 / 4

A strangely human digital agency

Computer Software
2015

AI Summary

Oddball is hiring a remote Customer Support Analyst to provide Tier 1 support for a cloud-based case management system used by a federal financial regulatory agency. The role involves troubleshooting application issues, documenting support tickets, assisting with UAT, and escalating complex issues to engineering. Candidates should have experience with Jira, strong communication skills, and the ability to translate technical issues for non-technical users. The position requires a Bachelor's degree and U.S. work authorization, with U.S. citizenship and a security clearance preferred. Oddball offers a fully remote work environment, competitive benefits, and a focus on work-life balance.

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 is entry-level Tier 1 support with clearly defined responsibilities and a structured escalation path, making it relatively low difficulty. However, the federal context and need for clear documentation add a moderate level of complexity.

Salary Analysis

AI Insight The offered salary range of $60,000-$90,000 is competitive for a Tier 1 Customer Support Analyst role, aligning with the median of $75,000. The market range for similar roles is $40,000-$80,000, so the offer is above average and attractive.

Key Skills

Jira Tier 1 Support Technical Support Documentation UAT Customer Service Troubleshooting Federal Systems Enterprise Applications Communication

Cover Letter Sample

I am excited to apply for the Customer Support Analyst position at Oddball. With my experience providing Tier 1 technical support and troubleshooting enterprise applications, I am confident in my ability to serve as the first point of contact for end users and resolve issues efficiently.

I have a strong familiarity with Jira and other ticketing systems, and I pride myself on clear documentation and communication. I enjoy helping non-technical users solve problems and translating technical concepts into plain language, which I believe is essential for this role.

I am particularly drawn to Oddball's mission of bringing quality software to the federal space and its commitment to a remote, collaborative environment. I am eager to contribute to the team and support the federal financial regulatory agency's case management system.

Thank you for considering my application. I look forward to the opportunity to discuss how my skills align with the needs of your team.

Possible Interview Questions

Can you describe your experience with Jira or similar ticketing systems for managing support requests?

I have used Jira extensively in my previous role to log, track, and resolve support tickets. I created custom workflows, used dashboards to prioritize issues, and collaborated with engineering teams on escalations. I also generated reports to identify recurring issues and improve response times.

How do you handle a situation where you cannot resolve a user's issue and need to escalate it to Tier 3 support?

First, I ensure I have gathered all relevant information from the user, including steps to reproduce, error messages, and screenshots. I document the issue clearly in the ticketing system, including my troubleshooting steps. Then, I escalate to Tier 3 with a concise summary and expected behavior. I also communicate with the user about the escalation and provide estimated timelines for follow-up.

Can you give an example of a time you had to explain a technical issue to a non-technical user?

In my previous role, a user couldn't access a system due to a password expiration. Instead of using technical jargon, I explained that their password needed to be updated for security reasons and guided them step-by-step through the reset process. I also offered to follow up if they encountered any further issues.

What is your approach to creating user guides or training materials?

I start by understanding the user's perspective and common pain points. I use clear, simple language and include screenshots or step-by-step instructions. I also test the guide with a non-technical user to ensure clarity. For training materials, I incorporate FAQs and troubleshooting tips based on support ticket trends.

Why are you interested in working for Oddball and in the federal space?

I am drawn to Oddball's mission of improving government services through technology. I appreciate the company's focus on quality and user experience. The federal space offers an opportunity to work on impactful projects that serve the public, and I am eager to contribute to a system that helps a federal agency operate efficiently.

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

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