Tier 1 Support Specialist

About the Opportunity

The company believes that the best products are built when organizations understand and value the things they are working on. The organization values learning and growth and the ability to make a big impact at a small company. The organization believes that significant changes can happen and the daily lives of millions of people can be improved by bringing quality software to the federal space. This role is for a Tier 1 Support Specialist to join the VA.gov Platform team, serving as the first line of support that keeps the platform stable, reliable, and accessible for Veterans and their families.

Key Responsibilities

• Serve as the first point of contact for support requests via ticketing system, email, or chat
• Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries
• Document incidents, track resolution progress, and communicate updates to stakeholders
• Escalate complex issues to Tier 2/3 support or engineering teams with clear, detailed context
• Monitor system alerts and flag potential problems before they escalate
• Maintain and improve knowledge base articles, FAQs, and user documentation to reduce recurring issues
• Support end users navigating VA.gov features and tools

Required Qualifications

• Experience providing technical support in a fast-paced environment
• Comfortable with ticketing systems such as Jira, ServiceNow, or Zendesk
• Ability to explain technical issues clearly to non-technical users
• Familiarity with web applications, user accounts, and common troubleshooting techniques
• Strong attention to detail and follow-through on open issues
• Thrives in a remote, collaborative environment and genuinely enjoys helping people solve problems
• Communicates clearly and openly, whether writing up an incident report or walking a user through a fix
• Performs other related duties as assigned

Requirements

• Applicants must be authorized to work in the United States. In alignment with federal contract requirements, certain roles may also require U.S. citizenship and the ability to obtain and maintain a federal background investigation and/or a security clearance.
• Bachelor's Degree

Benefits

• Fully remote
• Tech & Education Stipend
• Comprehensive Benefits Package
• Company Match 401(k) plan
• Flexible PTO, Paid Holidays

Pay

It's important each employee is compensated competitively and fairly. In alignment with state legal requirements. A range for the included position is listed below. Actual offer details are determined by job category, job location, and candidate skill level. United States Wage Range: $60,000 – $100,000