Helpdesk Engineer (Functional–Technical Odoo Specialist

Helpdesk Engineer (Functional–Technical Odoo Specialist)

Plano, United States

We are looking for a Helpdesk Engineer who acts as the critical bridge between our end-users and our development team. You aren't just closing tickets, you are an investigator. Your mission is to diagnose whether an issue is a matter of configuration, data integrity, user training, or a genuine code defect.

You will be the "shield" for our developers, ensuring that every ticket escalated to them is validated, reproducible, and documented with technical precision.

Our clients live in the world of Managed Print Services (MPS) and Leasing. To succeed, you must understand (or be very fast at learning) the workflow of a dealership:

• Meter Reads & Click Charges:
  How usage-based billing works.
• Service Contracts:
  Preventive maintenance and break-fix workflows.
• Leasing/Financing:
  How equipment is moved from inventory to a leased asset.
• Inventory:
  Managing parts, toners, and machine serialized tracking.

• You won't just forward tickets. You will analyze incoming requests to determine the root cause.
• Functional Issues:
  Solve accounting, sales, or inventory misconfigurations directly.
• Data Correction:
  Identify and fix "bad data" (e.g., missing analytic accounts, broken data links).
• Traceback Interpretation:
  Read Python trace backs to identify the specific file and line causing an error. You should be able to tell if the code is broken or if the code is simply reacting to missing data.

• Perform "safe" fixes that don’t require a full dev deployment.
• Adjusting XML/QWeb views and templates.
• Modifying Website UI elements or portal visibility.
• Navigating Odoo’s Technical Settings and Debug Mode to fix menu items or record rules.

• Before a developer ever sees a bug, you will:
• Reproduce the issue in a Staging Environment.
• Document the exact steps to trigger the error.
• Explain the "Expected vs. Actual" behavior so the developer can start fixing it immediately without asking questions.

Deep knowledge of Accounting (taxes/journals), Sales, and CRM workflows.

You don't need to write complex algorithms, but you must be able to read a stack trace and understand basic py logic flows.

Ability to read and perform minor edits to Odoo Views (XML) and Reports (QWeb).

You take pride in reducing "noise" for the development team.

You’d rather spend 30 minutes finding the root cause than 5 minutes applying a "band‑aid" fix.

You can explain complex technical issues to a frustrated customer in plain English, and then turn around and explain it to a developer in "code.".

You recognize patterns. If three users have the same "bug," you’re the first to realize they all share the same misconfigured tax record.

Prefers the variety and "puzzle-solving" of debugging and support over building new features from scratch.

Has "technical curiosities"— someone who knows the business logic perfectly but has learned enough Python and XML to be dangerous.

We work in a high-stakes niche. Our implementations run the entire business for our clients. You won't be bored; you’ll be solving real-world business puzzles for an industry that relies on uptime and accuracy.