Tier 1 Support Specialist - Remote

Overview

We’re seeking a Tier 1 Support Specialist to provide first-line support for the VA.gov platform. In this role, you’ll ensure that issues are triaged quickly, documented accurately, and resolved or escalated appropriately. You’ll work closely with engineering, product, and operations teams to keep the platform stable, reliable, and accessible to Veterans and their families.

In Short

• Serve as the initial point of contact for support requests via ticketing system, email, or chat.
• Troubleshoot and resolve common technical issues related to account access, site functionality, and general inquiries.
• Document incidents, track resolution progress, and communicate updates to stakeholders.
• Escalate more complex issues to Tier 2/3 support, engineering, or operations teams with detailed context.
• Monitor system alerts, identify potential problems, and escalate as needed.
• Assist with knowledge base updates, FAQs, and user documentation to reduce recurring issues.
• Support onboarding and guidance for end-users navigating VA.gov features and tools.

Requirements

• Strong problem-solving skills and attention to detail.
• Excellent communication skills with the ability to explain technical issues to non-technical users.
• Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk, or similar).
• Familiarity with web applications, user accounts, and common troubleshooting techniques.
• Ability to work in a fast-paced, team-oriented environment.
• 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.

Benefits

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