What are the responsibilities and job description for the Product Support - Tier 1 position at Oddball?
Oddball believes that the best products are built when teams understand and value the things they are working on. We value learning and growth and the ability to make a big impact at a small company. We believe that we can make big changes happen and improve the daily lives of millions of people by bringing quality software to the federal space.
We are looking for experienced Tier 1 Support to help improve, troubleshoot and support incidents and outages for our growing and wide reaching product.
What you'll be doing
Working hand in hand with our engineering and management teams to oversee all things pertinent to the delivery of numerous applications. In this role, you will be responsible for providing our VA customers with Tier 1 production support. You will be directly responding to questions from teams building on or in support of VA.gov, triaging those requests, and putting in tickets to track each request.
We are looking for someone with the following skillset and experience:
- Experience working with technical requests that are filed by end users of the product or system (Tier 1 Support).
- The ability to troubleshoot and resolve a variety of technical problems.
- A history of understanding when to escalate unresolved issues to development teams.
- Experience working in a customer-facing support role
- Troubleshooting and technical support experience
- Empathy and being able to relate to the end-user
- The ability to listen, strong communication skills, and a teamwork focused mentality.
- Quality assurance experience.
Must be located in the US
This is a salaried role. Oddball does offer tech, and a continuing education stipend.
This role may be required to obtain a low level government clearance.
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 hello@oddball.io.
