Customer Support Specialist

Chenega Corporation • UNAVAILABLE, Virginia

3d • 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 USG1 Intelligence Community enclave. Initial support focuses on Google Distributed Cloud (GDC) Air-Gapped, with the scope expected to expand to other current and future Google sovereign infrastructure, appliances, and air-gapped products. The specialist is part of a unified 24/7/365 frontline operations team and manages customer intake, priority-based response and follow-up, maintenance and outage communications, formal incident-report drafts, and end-to-end ServiceNow case ownership through resolution, including during Google engineering consultations.

The role partners with Systems Engineers on technical triage and mitigation, Senior Operations Leads on quality review and escalation coordination, and Google PMO and Technical Account Manager (TAM) teams on customer and operational alignment. Dedicated coverage spans an extended two-shift window of more than 16 hours per day, covering early morning through late evening customer hours. Assigned shifts may include weekends, holidays, and severe weather.

Astraeus Operations (AO), a subsidiary of Chenega Corporation, provides contract services to government clients. The role requires an active TS/SCI clearance with Full Scope Polygraph, completion of Google’s extended workforce onboarding and badging process, and compliance with applicable government-contract requirements, including mandatory security and cyber training. The estimated salary is USD $132,000 to $136,000 per year.

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.
• Active TS/SCI clearance with Full Scope Polygraph.
• Successfully complete Google’s extended workforce onboarding and badging process and maintain compliance with applicable government-contract requirements, including mandatory security and cyber training.
• Successfully pass background and drug screening.
• Foundational understanding of cloud and networking concepts sufficient to guide customer intake and triage.
• Knowledge of technical customer support, ITSM, and SLA-driven case management.
• Ability to manage customer cases independently through resolution using ServiceNow, analyze available case information, determine follow-on actions within established procedures, and coordinate engineering consultations when needed.
• 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 operational impact, provide informed customer guidance, and identify when specialized technical consultation is needed.
• 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 comply with security, access, and data-handling requirements.
• Ability to analyze case trends, customer feedback, and operational data to identify recurring issues and recommend improvements to customer support processes and service quality.
• Ability to support assigned shifts and continuity operations, remain reachable while on shift, and adapt to new products and changing mission needs.

Nice To Haves

• Bachelor’s degree in a technical field or equivalent military or 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: 15-minute FMR for critical P0/P1 cases, 2-hour FMR for P2 cases 24/7, and 4-hour FMR for P3/P4 cases during business hours. Provide regular updates that identify the next-update date, time, and time zone.
• Own and manage customer cases through resolution, including during Google engineering consultations; assess case status and available information, determine follow-on actions within established procedures, maintain case records and incident-report drafts, and transfer ownership only with Google manager approval.
• Prepare maintenance, change-window, and outage communications subject to required peer review and Lead or Google approval; maintain the Service Health Dashboard as directed.
• Analyze customer 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; assess customer concerns and operational requirements, 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 a 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 support-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 posting describes a broad range of benefits but does not specify individual benefit offerings.
• 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