Tier 2 Support Specialist

Employer Industry: Federal Software Solutions

• Salary up to $85,000
• Fully remote work option, offering flexibility in your work environment
• Comprehensive benefits package, including a Tech & Education Stipend
• Flexible PTO and paid holidays for a better work-life balance
• Opportunity to make a significant impact within the federal space, improving communication services for millions

• Provide Tier 2 platform support, troubleshooting access, configuration, and messaging workflow issues
• Triage incoming requests and incidents, escalating technical problems to engineering teams as necessary
• Support Agile delivery teams by tracking tickets, documenting resolutions, and assisting with release readiness activities
• Maintain clear documentation, FAQs, and runbooks to enhance support efficiency and user experience
• Assist with platform administration tasks such as user onboarding, permissions updates, and environment checks

• 5+ years of experience providing technical or application support in a helpdesk, operations, or platform support role
• Strong communication skills to assist both technical and non-technical users
• Familiarity with ticketing systems and basic troubleshooting across web applications or SaaS platforms
• Ability to work within Agile teams and support iterative delivery environments
• Comfort operating in a regulated or federal environment with structured processes and documentation expectations

• Bachelor’s Degree or equivalent work experience
• Experience working in a federal or regulated environment
• Knowledge of Agile methodologies and practices

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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.