Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Delivers advanced Tier III application and operational support for essential federal personnel vetting and security management systems.

• Responsible for diagnosing intricate application issues, supporting production operations, resolving escalated incidents, monitoring system performance, coordinating releases, and ensuring that systems remain available, secure, and compliant.

• Provide Tier 3 escalation support for production incidents, service disruptions, and complex user-reported issues impacting mission-critical personnel vetting systems.

• Monitor system performance and operational health during Government-defined operational hours (0800–2000 ET, M–F).

• Identify, report, resolve, and conduct root-cause analysis for outages and performance degradation events.

• Manage and respond to support mailbox inquiries within 1 business day; resolve tickets following SLAs (Level 1: 24hrs, Level 2: 48hrs, Level 3: 10 business days).

• Maintain on-call availability for after-hours emergencies 24x7x365 via VPN or on-site as necessary.

• Collaborate with Tier 2 and infrastructure/application teams on escalated issues; provide information to facilitate timely Government decisions.

• Administer user accounts and groups; ensure the prompt completion of access and interface actions in accordance with SLAs.

• Keep and update escalation rosters, on-call duty rosters (submitted weekly to senior duty officer), and operational SOPs.

• Support system patching, IAVA compliance, STIG activities, and continuous monitoring tasks under engineering guidance.

• Contribute to incident, problem, and service disruption management utilizing Agile practices to prioritize critical work.

⛳️ Requirements

• Proven experience at Tier 2 or Tier 3 support level for complex software applications.

• 3–5 years of IT operations or technical support experience in a federal or enterprise environment.

• Familiarity with ITSM/ticketing systems and SLA-driven support operations.

• Capability to perform and document root-cause analysis for application and infrastructure incidents.

• Experience in supporting cloud-hosted (AWS or similar) applications.

• Active DoD Secret clearance; must be a U.S. Person; availability for 24x7 on-call rotation.

• ITIL Foundation certification or equivalent service management background.

• DoD 8140/8570 baseline certification (Security+).

• Experience with AWS GovCloud operational monitoring tools (CloudWatch, GuardDuty, etc.).

• Familiarity with federal personnel security or vetting systems.

• Experience managing user accounts and access controls in a federal environment.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision Plans (Healthcare benefits are 100% employer-paid for employees only)

• Life Insurance

• Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)

• 401K Retirement Plan with employer match

• Professional Development Training Reimbursement