Oddball
federal space
CustomerSupportAnalyst
Neural analysis suggests this role is
optimal for Entry candidates.
“Customer Support Analyst at Oddball. Skills: Customer Support, Technical Support, Jira. Serve as first point of contact. Triage and resolve issues”
What You'll Achieve.
Improve system reliability
Industry & Context.
Resolve issues; Troubleshoot application access; Troubleshoot application functionality; Troubleshoot application configuration
Authorized to work in the United States, U. S. citizenship may be required, Ability to obtain and maintain a federal background investigation, Ability to obtain and maintain a security clearance
What They're Looking For.
Must Have
Authorized to work in the United States, Tier 1 helpdesk or technical support experience, Jira or similar ticketing systems experience, Ability to document issues clearly, Maintain organized support records, Comfort working with non-technical end users, Translating technical issues into plain language
Nice to Have
Supporting federal systems, Working in a regulated environment, Obtain and maintain a federal background investigation, Obtain and maintain a security clearance
What You'll Do.
Serve as first point of contact
Triage and resolve issues
Troubleshoot application issues
Assist with User Acceptance Testing
Contribute to user guides
Document support tickets
Document recurring issues
Escalate technical issues
Communicate with end users
How You'll Work.
Team & Collaboration
Collaborative environment; Escalate issues to Tier 3 engineering support
Communication Scope
Communicate clearly with end users; Translating technical issues into plain language; Communicates clearly and openly
Full Job Description
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
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