Customer Support Specialist

M2 Technology Group provides high-assurance cyber and engineering support to federal, defense, and intelligence community programs. We bring that same rigor, discipline, and execution-focused approach to commercial assessments, delivering practical solutions designed for real-world operational environments.

We also have amazing benefits, check them out below!

As a Customer Support Specialist, you will be the primary point of contact for our users, delivering exceptional Tier 1 (Service Desk) and Tier 2 (Escalation) support. You will handle inquiries via phone, email, and chat, ensuring every customer feels heard, valued, and receives efficient IT problem resolution.

• Front-Line Support
  :
  Serve as the first point of contact for Tier 1 and Tier 2 technical support via phone, email, and chat.
• Ticket Management
  :
  Accurately record, categorize, prioritize, and track support tickets from the initial request through to resolution.
• Technical Troubleshooting
  :
  Resolve both basic and complex user and system issues using documented Standard Operating Procedures (SOPs).
• System Operations
  :
  Monitor and support day-to-day IT operations, assisting with client, server, storage, and network devices.
• Proactive Communication
  :
  Keep customers informed by clearly communicating ticket follow-ups, system updates, improvements, and outages.
• Escalation Management
  :
  Effectively elevate critical issues and provide regular status updates to agency management and our global customer base.
• Process Improvement
  :
  Actively participate in meetings to help refine and improve Help Desk processes and procedures.
• Global Customer Care
  :
  Deliver an empathetic, high-quality customer experience, maintaining patience and sensitivity to unique dialects for customers who speak English as a second language.

• 0–5 years of relevant IT or customer service experience.
• Strong ability to prioritize tasks and execute them effectively in a high-pressure environment.
• Excellent customer service skills with a collaborative, team-oriented mindset.

• Shift
  :
  This role is part of a 24/7 support environment. You will be assigned a fixed, non-rotating shift. Shift hour options include 23:00 - 07:00, 07:00 - 15:00, and 15:00 - 23:00. The current openings include 15:00-23:00 and 07:00 - 15:00. Schedule rotations may include Sunday–Thursday, Tuesday–Saturday, or Monday–Friday.
• Flexibility
  :
  Availability to work weekends and holidays is required.

• Certification
  :
  Active CompTIA Security+ certification required.
• Clearance
  :
  Active Security Clearance with an appropriate Polygraph required.

Position requires active Security Clearance with appropriate Polygraph.

$125,000–$165,000

• Please note that the listed salary range for this position at M2 Technology Group is intended as a helpful guide, not a fixed guarantee. We strive to build offers that are equitable and competitive by looking at a variety of factors. Your final compensation will be tailored based on your individual experience, educational background, specialized skills, and the specific demands of the role.

• Employees earn 20 Days of Personal Time Off Annually. Want more? Earn an extra day every anniversary for up to 25 Days!
• Three Tiered Medical Plans from Care First BCBS
• $5,500 Medical Opt-Out
• Dental, Vision, LTD and STD- 100% Company-paid

• 10% Employer Contribution (No match needed!) 7% Safe Harbor - 3% Profit Sharing
• Includes Safe Harbor and Profit Sharing - Immediate Vesting!

• Up to $7,500 Training/Tuition Reimbursements
• Flexible Additional Training Support Available Upon Request

• Feeling Charitable?
• $250 Annual Donation Match to any Charitable Organization

• Need a furry companion?

• $7,500 Referral Bonus
• Quarterly Happy Hours, Annual Picnic, Holiday Party, Movie Nights, All Hands Meet Ups

• Swag Drops!, Flexible work schedule, Employee Appreciation Awards, Work Anniversary Gifts, Newborn Gifts