Customer Support Specialist

Customer Support Specialist

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

The Customer Support Specialist provides on-site Tier 1 technical customer support for Google Public Sector's (GPS) sovereign and classified cloud environments within the USG1 Intelligence Community enclave. Initial support focuses on Google Distributed Cloud (GDC) Air-Gapped, with scope designed to expand to current and future Google sovereign infrastructure, appliances, and air-gapped products. As part of a unified 24/7/365 frontline operations team, the specialist manages customer intake, priority-based response and follow-up timelines, maintenance and outage communications, and formal incident-report drafts while retaining end-to-end Service Now customer case ownership through resolution, including during Google engineering consults.

The role 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 16+ hours per day, covering early morning through late evening customer hours.

• Provide frontline technical customer support through Service Now, email, and phone; independently analyze reported issues, assess operational impact and case priority, determine appropriate initial support actions, and provide customers with guidance on resolution paths and next steps.
• Meet applicable response and follow-up commitments, including 15-minute FMR for critical P0/P1 cases, 2-hour FMR for P2 (24/7), and 4-hour FMR for P3/P4 (business hours). Provide regular customer updates with a clear next-update date, time, and time zone.
• Own and independently manage customer cases through resolution, including during Google engineering consults; evaluate case status and available information, determine appropriate follow-on actions within established procedures, and provide customers with ongoing guidance regarding resolution status and next steps. Maintain case records, follow-on actions, and incident-report drafts; transfer ownership only with Google manager approval.
• Prepare maintenance, change-window, and outage communications with required peer review and Lead or Google approval before release; maintain the Service Health Dashboard as directed.
• Analyze customer-reported issues and available case information to determine appropriate support actions, identify when specialized technical consultation or escalation is required, 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; analyze customer concerns and operational requirements, provide guidance regarding case status and support options, and communicate relevant 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 customer support processes and workflows; support accreditation and COOP activities and evaluate workflow adaptations needed for new sovereign or classified products.
• Other duties as assigned.

• 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 Service Now case management and issue tracking tools.
• Successfully complete Google's extended workforce onboarding and badging process and maintain…