Senior L2/L3 Odoo Support Engineer

Role Overview

Key Responsibilities

• Own L2 and L3 support tickets for Odoo CRM and related modules through resolution.
• Investigate production issues using server logs, PostgreSQL queries, and application debugging.
• Apply fixes, patches, and configuration changes according to change management procedures.
• Meet contractual SLA response and resolution targets in a managed services model.
• Perform root cause analysis and produce incident and problem reports.
• Coordinate escalations with the development team and third-party vendors.
• Maintain environments through backups, restores, upgrades, and performance tuning.
• Maintain the knowledge base and document recurring issues and workarounds.

Requirements

• At least 8 years of relevant professional experience in application or ERP support.
• Proven experience in Saudi Arabia in the same or a closely related role is mandatory.
• Strong hands-on experience in Odoo troubleshooting, customization, and support.
• Experience supporting enterprise-level systems under contractual SLAs.
• Experience must be demonstrable through the CV and previous projects.
• Based in Riyadh, Saudi Arabia, and available for interview and project mobilization.

Technical Skills

• Odoo L2/L3 production support for versions 14 to 18.
• Python and Odoo module troubleshooting.
• PostgreSQL queries, backups, restores, and performance tuning.
• Linux server administration, Nginx, and Docker.
• Log analysis and root cause investigation.
• ITSM ticketing tools such as Jira Service Management, ServiceNow, Freshservice, or Zendesk.
• Incident, problem, and change management using ITIL.
• Odoo CRM functional knowledge.
• Clear written communication with business users.
• Availability for on-call or shift rotation coverage.