Tier 1 Support Specialist
About The Position
We are seeking a Tier 1 Support to join our team supporting VA.gov Platform. In this role you will serve as the first point of contact for engineering teams using VA.gov Platform services. This role provides technical support, incident triage, and operational coordination to help ensure Platform services remain reliable, secure, and available for the teams delivering digital services to millions of Veterans. This is an excellent opportunity for someone who is passionate about working closely with Site Reliability Engineering (SRE), DevOps, Product, and Platform Engineering teams. The Tier 1 Platform Support Specialist resolves support requests, coordinates incident response, monitors production systems, and helps engineering teams successfully navigate Platform tools, services, and processes. This position requires strong customer service skills, technical curiosity, and the ability to prioritize multiple requests in a fast-paced production environment.
Requirements
- Ability to obtain and maintain a Public Trust clearance
- Bachelor’s Degree
- 4+ years providing technical support in a production software environment
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Experience working with ticketing systems such as ServiceNow, Jira, GitHub Issues, or similar platforms
- Familiarity with cloud-based applications and modern web technologies
- Ability to prioritize multiple requests in a fast-paced operational environment
- Experience documenting technical issues and resolutions
- Strong customer service orientation with a focus on responsiveness and follow-through
Responsibilities
- Serve as the first point of contact for Platform support requests from engineering teams
- Respond to support requests within established service level objectives (SLOs)
- Troubleshoot common Platform issues and resolve requests whenever possible
- Escalate complex issues to Tier 2 support, Site Reliability Engineering (SRE), DevOps, or Platform Engineering as appropriate
- Communicate status updates and resolution progress to requesters throughout the support lifecycle
- Monitor production alerts and operational dashboards
- Triage incidents and coordinate appropriate response activities
- Create and manage incident communication channels, bridge calls, and documentation
- Coordinate with engineering teams during outages and high-priority incidents
- Assist with post-incident documentation and follow-up activities
- Deliver timely, professional, and customer-focused support to VA engineering teams
- Communicate technical information clearly to both technical and non-technical audiences
- Build strong relationships with product teams and Platform stakeholders
- Ensure support interactions reflect Platform's commitment to operational excellence
Benefits
- Medical, Dental, and Vision
- Health Saving Account (when enrolled in eligible plan) with Company contribution
- Company paid Life, Accidental Death, Short-term & Long-term Disability
- Voluntary Accident, Hospital Indemnity, & Critical Care Insurance
- Voluntary Medical & Dependent Care Flexible Spending Accounts
- Accrued Paid Time Off & Company Paid Holidays
- 401(k) Retirement Plan with Company match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
