Customer Support Specialist

Astraeus Operations LLC • , VA

3d • $125,000 - $130,000 • Onsite

About The Position

The Customer Support Specialist provides on-site Tier 1 technical customer support for Google Public Sector’s sovereign and classified cloud environments within the USG2 Department of Defense enclave. Initial support focuses on Google Distributed Cloud (GDC) Air-Gapped, with scope designed to expand to current and future Google sovereign infrastructure, appliances, and air-gapped products.

As part of a unified 24/7/365 frontline operations team, the specialist manages customer intake, priority-based response and follow-up timelines, maintenance and outage communications, and formal incident-report drafts. The specialist retains end-to-end ServiceNow customer case ownership through resolution, including during Google engineering consultations. The role partners with Systems Engineers for technical triage and mitigation, Senior Operations Leads for quality review and escalation coordination, and Google PMO and Technical Account Manager (TAM) teams for customer and operational alignment.

The position supports assigned shifts in a continuous operations model, including weekends, holidays, and severe weather, and requires an active TS clearance with SCI eligibility. The posted annual salary range is USD $125,000 to USD $130,000.

Requirements

• At least 2 years of experience in technical customer support, enterprise helpdesk, or IT Service Management (ITSM) in an SLA-driven environment.
• Strong hands-on experience with ServiceNow case management and issue-tracking tools.
• Possess and maintain an active DoD 8140/IAT Level II qualifying certification.
• Successfully complete Google’s extended workforce onboarding and badging process and maintain compliance with applicable government-contract requirements, including mandatory security and cyber training.
• Active TS clearance with SCI eligibility.
• Successfully pass background and drug screening.
• Foundational understanding of cloud and networking concepts sufficient to guide customers through initial intake and triage.
• Knowledge of technical customer support, IT Service Management, and SLA-driven case management.
• Ability to independently manage cases through resolution using ServiceNow, analyze case information, determine follow-on actions within established procedures, and coordinate engineering consultation when required.
• Strong written and verbal communication skills, including the ability to translate technical information into clear customer updates, service notices, and incident reports.
• Understanding of cloud services, networking, and air-gapped environments sufficient to assess impact, guide customers, and identify when specialized technical consultation is required.
• Strong organization, attention to detail, and time-management skills to prioritize cases, meet response and follow-up commitments, and maintain clear shift handoffs.
• Ability to collaborate with technical, operations, and customer-facing teams and follow established review and escalation procedures.
• Ability to protect sensitive and classified information and follow security, access, and data-handling requirements.
• Ability to analyze case trends, customer feedback, and operational data to identify recurring issues and recommend improvements.
• Ability to support assigned shifts and continuity operations, maintain on-shift reachability, and adapt to new products and changing mission needs.

Nice To Haves

• Bachelor’s degree in a technical field or equivalent military/industry experience.
• Prior experience operating in classified SCIF environments or handling sensitive or classified data.
• Prior experience supporting Google Cloud or Google Distributed Cloud (GDC).
• ITIL v4 certification.

Responsibilities

• Provide frontline technical customer support through ServiceNow, email, and phone; analyze reported issues, assess operational impact and case priority, determine initial support actions, and guide customers on resolution paths and next steps.
• Meet response and follow-up commitments, including 15-minute FMR for critical P0/P1 cases, 2-hour FMR for P2 cases (24/7), and 4-hour FMR for P3/P4 cases (business hours); provide regular updates with the next-update date, time, and time zone.
• Manage customer cases through resolution, including during Google engineering consultations; determine follow-on actions within established procedures, guide customers on status and next steps, maintain records and incident-report drafts, and transfer ownership only with Google manager approval.
• Prepare maintenance, change-window, and outage communications with required peer review and Lead or Google approval before release; maintain the Service Health Dashboard as directed.
• Analyze issues and case information, identify when specialized technical consultation or escalation is needed, and coordinate technical triage and mitigation with Systems Engineers, Senior Operations Leads, and Google engineering.
• Coordinate with Google PMO and TAM teams on open cases, maintenance, and government deliverables; provide guidance on case status and support options; and communicate meeting outcomes and action items through approved channels and data-handling practices.
• Provide clear shift handoffs, promptly accept incoming active cases, and maintain continuity of customer support and case ownership.
• Support assigned shifts in the continuous operations model, including weekends, holidays, and severe weather; remain reachable by phone and shift channel, respond to urgent Google operational inquiries within 15 minutes, and coordinate queue coverage.
• Analyze case trends, customer feedback, and recurring issues to identify service-quality gaps and recommend process and workflow improvements; support accreditation and COOP activities and evaluate workflow adaptations for new sovereign or classified products.
• Perform other duties as assigned.

Benefits

• The company describes a broad range of benefits but does not list specific benefits in the posting.
• Professional development opportunities, including on-the-job learning and formal development programs.
• Well-being programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed