Tier 1 Support Specialist

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

📋 Description

• Act as the primary point of contact for Platform support inquiries from engineering teams.

• Address support requests in accordance with established service level objectives (SLOs).

• Diagnose common Platform issues and resolve requests whenever feasible.

• Forward complex issues to Tier 2 support, Site Reliability Engineering (SRE), DevOps, or Platform Engineering teams.

• Provide status updates and track resolution progress throughout the support lifecycle.

• Oversee production alerts and operational dashboards.

• Assess incidents and coordinate suitable response actions.

• Establish and manage incident communication channels, bridge calls, and related documentation.

• Collaborate with engineering teams during outages and high-priority incidents.

• Support post-incident documentation and follow-up tasks.

• Provide prompt, professional, and customer-focused assistance to VA engineering teams.

• Clearly convey technical information to both technical and non-technical audiences.

• Foster relationships with product teams and Platform stakeholders.

• Ensure that support interactions demonstrate the Platform’s dedication to operational excellence.

⛳️ Requirements

• U.S. Citizen or Permanent Resident (Required).

• Capability to obtain and maintain a Public Trust clearance.

• Bachelor’s Degree.

• A minimum of 4 years of experience providing technical support in a production software environment.

• Strong diagnostic and problem-solving abilities.

• Exceptional written and verbal communication skills.

• Experience with ticketing systems such as ServiceNow, Jira, GitHub Issues, or similar platforms.

• Familiarity with cloud-based applications and contemporary web technologies.

• Ability to manage multiple requests in a high-paced operational setting.

• Experience in documenting technical issues and their resolutions.

• Strong customer service focus with an emphasis on responsiveness and follow-through.

• Reliable internet connection suitable for effective telecommuting.

• Standard business hours are Monday through Friday; occasional extended or weekend hours may be necessary based on operational requirements.

🏝️ Benefits

• Medical, Dental, and Vision coverage.

• Health Savings Account (upon enrollment in an eligible plan) with Company contribution.

• Company-paid Life, Accidental Death, Short-term & Long-term Disability insurance.

• Optional Accident, Hospital Indemnity, & Critical Care Insurance.

• Voluntary Medical & Dependent Care Flexible Spending Accounts.

• Accrued Paid Time Off & Company Paid Holidays.

• 401(k) Retirement Plan with Company match.