Technical Support Engineer

This is a hybrid 40% / 60% 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 which work seamlessly together gives users the ability 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 7 million users, partners in more than 120 countries and we continue growing with 1500 daily downloads. We are growing fast and need to hire faster.

As a Technical Support Engineer here at Odoo, you will help us achieve our mission of accelerating value for longstanding SMB customers spanning 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 be solving issues that help our customer’s businesses keep going and thriving. 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

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:

• Technical Support member benefits include: healthcare (Independent Health!), dental, vision, life insurance, Health Savings Account
• 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 an exciting working atmosphere with a passionate growing team!
• Company-sponsored events for groups of 6+ employees
• Pre-tax commuter benefits such as parking and transit
• Snacks, fruit, and coffee/drinks on tap!
• Yoga classes on-site and other activities possibly expensed if multiple employees attend, especially sports-focused activities
• Several activities are often organized all over the year, such as weekly sports sessions, team-building events, monthly drinks, and much more!

Ensuring a diverse and inclusive workplace where we learn from each other is core to Odoo's values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Technical Support Specialist - Buffalo, NY

This is a hybrid job - 60% On-site and 40% Offsite!

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 which work seamlessly together gives users the ability 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 7 million users, partners in more than 120 countries and we continue growing with 1500 daily downloads. We are growing fast and need to hire faster.

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

Responsibilities:

• Become an expert on all of the features and functions within Odoo's software applications
• Provide expertise to clients seeking to use Odoo applications effectively
• Create solutions and effectively communicate (written, verbal) to customers
• Maximize customer satisfaction through timely and accurate resolution of customer inquiries/issues
• Collaborate with Engineering, Product, and Developer teams to escalate critical issues
• Resolve issues via email, chat, and phone
• Gather feedback: our product team loves to crank out features that our users are asking for
• Boost Customer Satisfaction and productivity

Qualifications and Requirements:

• Bachelor Degree
• Passion for software products
• Demonstrated ability to learn
• Critical thinking skills in a social setting
• Excellent communication skills
• English - Professional written and verbal fluency

Nice to have:

• Ticket-based support experience
• Available immediately
• A demonstrated ability to learn

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
• Free books for professional development
• 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

Ensuring a diverse and inclusive workplace where we learn from each other is core to Odoo's values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. We will consider for employment qualified applicants with arrest and conviction records.

Job Type: Full-time

Pay: $60,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: One location

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