Customer Support Specialist

Astraeus Operations LLC • , VA

7d • $132,000 - $136,000 • 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 USG1 Intelligence Community enclave. Initial support focuses on Google Distributed Cloud (GDC) Air-Gapped, with the scope designed to expand to 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 timelines, maintenance and outage communications, and formal incident-report drafts. The role retains end-to-end ServiceNow customer case ownership through resolution, including during Google engineering consultations.

The specialist partners with Systems Engineers for technical triage and mitigation, Senior Operations Leads for quality review and escalation coordination, and Google Program Management Office (PMO) and Technical Account Manager (TAM) teams for customer and operational alignment. Dedicated specialist 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 and shared Program Management Office resources in support of government operations. Chenega MIOS describes professional development opportunities, a supportive culture, well-being programs, and community-focused corporate citizenship.

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 customers through initial intake and triage.
• Knowledge of technical customer support, IT Service Management (ITSM), and SLA-driven case management.
• Ability to independently manage customer 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 analyze reported issues, assess operational impact, provide informed guidance, and determine when specialized consultation is required.
• Strong organization, attention to detail, and time management 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 process and service-quality 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: 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 customer updates with a clear 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, and provide ongoing customer guidance. Maintain case records, follow-on actions, and incident-report drafts; transfer ownership only with Google manager approval.
• Prepare maintenance, change-window, and outage communications, obtaining required peer review and Lead or Google approval before release; maintain the Service Health Dashboard as directed.
• Analyze customer-reported issues and case information, determine appropriate support actions, identify when technical consultation or escalation is needed, and coordinate 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 within the continuous operations model, including weekends, holidays, and severe weather; maintain phone and shift-channel reachability, respond to urgent Google operational inquiries within 15 minutes, and coordinate queue coverage.
• Analyze case trends, customer feedback, and recurring support issues to identify service-quality gaps and recommend improvements to support processes and workflows; support accreditation and COOP activities and assess workflow adaptations for new sovereign or classified products.
• Perform other duties as assigned.

Benefits

• The company states that it offers a broad range of benefits, but specific benefits are not listed.
• Professional development and formal development programs.
• Well-being programs.

What This Job Offers

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