Senior Tech Support Specialist

UnitedHealth Group•Atlanta, GA

6d•$24 - $43•Remote

About The Position

As a Senior Tech Support Specialist within Optum Technology's Enterprise Security division, you will join an L1.5 technical support call center team operating in a 24/7 fully telecommute / remote environment. Our team culture thrives on collaboration, continuous learning, mutual support, and a shared dedication to protecting enterprise security and data privacy. Serving as an intermediate escalation point for enterprise security, gateway infrastructure, identity/authentication, and privacy-related technical issues, this role requires exceptional critical thinking, multitasking abilities, and fast, accurate typing skills. Positioned between Tier 1 helpdesk agents and specialized Tier 2/3 engineering/compliance teams, you will troubleshoot complex technical escalations, manage real-time call and ticket queues, leverage enterprise-approved digital and AI tools to optimize support workflows, and triage privacy incidents while maintaining strict compliance with closely documented security and privacy standard operating procedures. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Requirements

High School Diploma / GED required
3+ years of technical support, helpdesk, or call center support experience in an IT or technical service desk environment
3+ years of experience delivering customer service in a high-stress or high-sensitivity phone environment, with demonstrated ability to de-escalate frustrated callers while maintaining strict procedural, documentation, and compliance accuracy
3+ years meeting defined SLA/quality/productivity targets (volume, resolution time, and accuracy) in a high-volume enterprise CRM/ServiceNow environment
2+ years of experience troubleshooting enterprise security infrastructure, security gateways, identity/access management (IAM), or authentication platforms (e.g., MFA, SSO, SAML, Active Directory)
2+ years of experience working within closely documented operational procedures, compliance workflows, or data privacy guidelines (e.g., HIPAA, PII, PHI guidelines) in technical support operations
2+ years of experience in a 24/7, shift-based, or high-volume call center support environment, with demonstrated flexibility to work rotational shifts, nights, or weekends
1+ years of experience applying caller/requestor identity verification procedures and recognizing social engineering or unauthorized access attempts in a security or identity support environment
65+ WPM typing speed with strong accuracy

Nice To Haves

Associate’s or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field
2+ years of experience working successfully in a fully remote / telecommute technical support position
1+ years of experience utilizing AI-assisted productivity tools or automated workflow systems to enhance support ticket resolution
Industry certifications such as CompTIA Security+, Network+, A+, or privacy-related certifications (e.g., CIPP)
Experience working in a healthcare or HIPAA-regulated technical call center or service desk environment with defined SLA and queue performance targets
Strong phone presence, active listening skills, and discretion when handling sensitive user data and privacy issues
Demonstrated ability to multitask efficiently across multiple active communication channels, call queues, and technical applications simultaneously
Proven critical thinking and problem-solving skills when resolving ambiguous or high-priority technical security and privacy issues
Maintains a dedicated, private, HIPAA-compliant home workspace and secured network connection in accordance with company remote-work security standards

Responsibilities

Serve as an L1.5 subject matter expert and escalation point in a 24/7 technical support call center environment for enterprise security, gateway infrastructure, authentication, and data privacy issues
Apply strong critical thinking and analytical reasoning to evaluate complex technical escalations, identify potential privacy/security risks, and determine appropriate procedural resolution paths
Multitask effectively across real-time phone queues, incoming ticket workflows, security monitoring tools, and internal communication channels simultaneously
Document call notes, incident details, escalation logs, and support tickets rapidly and accurately via keyboard while actively engaged with end-users on phone calls
Receive, triage, and troubleshoot L1-escalated calls and tickets related to security gateways, identity and access management (IAM), multi-factor authentication (MFA), single sign-on (SSO), and privacy concerns
Strictly adhere to all closely documented processes, standard operating procedures (SOPs), and compliance workflows for security, access control, and data privacy purposes
Identify, document, and triage privacy-related incidents, unauthorized access concerns, and data exposure flags in strict accordance with corporate privacy guidelines and regulatory requirements (e.g., HIPAA)
Leverage enterprise-approved AI tools and digital technologies to streamline support workflows, automate repetitive tasks, and drive continuous operational improvement
Evaluate emerging trends and technical support insights to inform continuous service improvements across call center operations and incident resolution processes
Perform initial root cause investigation and technical analysis on security access, gateway connectivity, privacy flags, and authentication failures
Maintain flexibility to work within a 24/7 support operational schedule, including rotational shifts, nights, weekends, or holidays as required to ensure continuous coverage