Technical Support Engineer

About Odoo

Odoo is a comprehensive open-source ERP platform designed to help businesses streamline and manage their operations within a unified system. Its modular approach covers essential areas such as accounting, inventory, CRM, and project management, all seamlessly integrated to bolster company growth and efficiency.

Role Overview

We are looking for a Technical Support Engineer based in Brisbane, CA (hybrid, 4 days onsite and 1 day remote) to provide expert technical assistance and solutions for our small and medium-sized business customers across North America. This role involves troubleshooting, collaborating across teams to tackle complex issues, and acting as a trusted consultant to ensure customer success. The ideal candidate will merge programming expertise, strong communication, and a solid understanding of business processes to translate and resolve technical challenges for diverse users.

Key Responsibilities

• Handle and resolve customer support tickets related to Odoo’s products and services.
• Conduct thorough investigations to identify root causes, document symptoms, assess the impact, and offer effective short- and long-term solutions.
• Work together with cross-functional teams to address technical problems faced by customers and partners.
• Act as a technical guide and communicate product benefits clearly to both technical and non-technical stakeholders.
• Manage customer support for enterprise clients across SaaS, PaaS, and self-hosted setups while maintaining outstanding service quality.
• Design and implement solutions using scripting languages and tools such as Bash, Python, JavaScript, and PostgreSQL.
• Record solutions and resolved issues to enhance organizational knowledge and promote continual improvement.

Qualifications and Skills Required

• Bachelor’s degree in Computer Science, Engineering, or a related discipline.
• Proficiency in Bash, Python, JavaScript, and database scripting with PostgreSQL preferred.
• Familiarity with ERP modules including CRM, Accounting, Inventory, and POS systems.
• Strong analytical skills with the ability to simplify complex technical concepts for varied audiences.
• Excellent communication and teamwork capabilities when interacting with customers, partners, and colleagues.

Preferred Experience and Attributes

• Between 1 to 3 years of professional experience, ideally in technical support roles.
• Exposure to Odoo or comparable ERP platforms.
• Experience working in SaaS or startup environments.
• Familiarity with Unix/Linux operating systems.
• A proactive attitude towards learning and continuous professional growth.
• Additional language skills in Spanish, French, or Portuguese are advantageous.

Compensation and Benefits

• Comprehensive medical, dental, vision, life insurance plans, along with FSA and HSA matching benefits.
• 401K matching and commuter benefits.
• Paid time off, including vacation, sick leave, and holidays.
• Employee Assistance Program providing three one-hour telehealth sessions with certified mental health experts.
• Stipend of $100 for home office setup expenses.
• Enjoy a positive work environment with a committed and growing team.
• Company-provided chef-prepared lunches plus snacks, fruits, and beverages.
• Organized company-sponsored events for groups of six or more employees.

Additional Information

Applicants must be authorized to work for any employer in the U.S. Visa sponsorship is not available. Odoo embraces diversity and inclusion as core values, welcoming applicants from diverse backgrounds, including those with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance.

The anticipated salary range for this position is $90,000 to $105,000 annually, subject to variation based on qualifications, experience, and geographic location.

To optimize the candidate experience, applicants are encouraged to apply for no more than three Odoo positions within a 12-month period.