Technical Support Engineer

Technical Support Engineer

This is a hybrid (40% remote and 60% onsite) role in Buffalo, NY.

Odoo ERP system is enterprise resource planning software used company-wide for the management of business processes. Odoo provides seamlessly integrated functional business apps called Odoo apps that form an ERP solution. Our unique proposition of integrated apps that work seamlessly together allows users to automate and track everything they do. The open-source development model of Odoo has allowed us to leverage thousands of developers and business experts to build the world's largest ecosystem of fully integrated business apps.

Odoo has become a global network with more than 12+ million users and partners in more than 120 countries, and we continue growing with 2000+ daily downloads. We are growing fast and need to hire faster.

About the job:

As a Technical Support Engineer here at Odoo, you will help us achieve our mission of accelerating value for longstanding SMB customers across North America. This role collaborates with other client-facing roles, is part of a growing team, and heavily impacts Odoo's success. You will solve issues that help our customers' businesses thrive. We're looking for someone who loves to program, is investigative, empathetic, and has great communication skills. You understand small to medium-sized businesses and the functions within them.

Responsibilities:

Own support tickets and troubleshooting within our organization for Odoo, tools, and services.

Investigate Technical Issues: (customer-reported problems and bugs, identify an issue's root cause and describe an issue's symptoms.

Quantify an issue's scope and propose a solution.

Own support tickets and troubleshooting within our organization for Odoo, tools, and services.

Working with internal cross-functional teams to solve technical problems for our customers and strategic partners.

Acting as a technical advisor to our customers and strategic partners.

Solving technical problems, demonstrating Odoo product value, and communicating clearly and effectively to technical and non-technical audiences.

Managing support for Enterprise customers in SaaS, PaaS, and Self-hosted environments.

Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.

Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.

Comfortable working with Python, JavaScript, and PostgreSQL in self-hosted, SaaS, and PaaS environments.

Document support ticket resolution and apply these fixes for customers.

Qualifications and Requirements:

Bachelor's degree required - Computer Science or Engineering preferred.

Creative thinker and strategic problem solver.

Knowledge of coding/scripting (Bash, Python, JavaScript, etc...).

Familiarity with database concepts/scripting.

Ability to communicate technical concepts clearly and effectively, both written and verbally.

Demonstrate an affinity for SaaS products that handle CRM, Accounting, Inventory, POS, and other software verticals.

Nice to have:

1-3 years of professional experience.

Business experience at an ERP.

Experience/knowledge with SaaS/PaaS/Cloud-based applications.

Sociable and outgoing.

Willing to learn constantly and work proactively.

Prior experience at a fast-growing startup.

Compensation and Perks:

Healthcare, Dental, Vision, Life Insurance, Flexible Spending Account, Health Savings Account, 401K Matching, and Commuter Benefits.

PTO (Paid time off), paid sick days, and paid holidays.

Employee Assistance Program: 3 X 1-hour telehealth calls with certified mental health professionals.

Evolve in a nice working atmosphere with a passionate, growing team!

Snacks, fruit, and coffee/drinks on tap!

Pre-tax commuter benefits such as parking and transit.

Company-sponsored events for groups of 6+ employees.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship responsibilities for employment visas at this time.

The annual compensation range for this role is $60,000-$85,000. Please note that actual annual compensation may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.

Full-Time