Application Support Specialist; Clearance Required

Position Overview

The Tier 3 Support Specialist provides advanced technical and operational support for mission‑critical systems. This role focuses on incident response, defect triage, and sustained operational support to ensure system availability, performance, and reliability. The ideal candidate brings hands‑on troubleshooting experience, strong analytical skills, and the ability to work effectively in a fast‑paced, operational environment.

• Provide Tier 3 technical support for SWFT and FTS applications and services
• Lead and participate in incident response, including issue identification, root‑cause analysis, mitigation, and resolution
• Perform defect triage, analyzing reported issues, validating defects, and coordinating with development and engineering teams
• Monitor system health and performance using monitoring and logging tools
• Document incidents, resolutions, and troubleshooting steps in Service Now
• Support operational handoffs and escalations during extended support hours (0800–2000 ET)
• Collaborate with Tier 1 and Tier 2 teams to resolve complex issues and prevent recurring incidents
• Assist with operational readiness activities, maintenance events, and system updates
• Contribute to continuous improvement by identifying trends, risks, and process enhancements

• Active Top Secret clearance, with SCI eligibility
• 1+ year of experience providing technical or operational support in a production environment

• Experience with incident management and defect triage
• Hands‑on experience using Service Now for ticketing and incident tracking
• Familiarity with monitoring and logging tools (e.g., application logs, system dashboards, alerting tools)
• Ability to troubleshoot complex issues across applications, services, and workflows
• Experience supporting SWFT and/or FTS systems
• Prior Tier 3 or escalation‑level support experience
• Exposure to ITIL‑based operational processes
• Experience supporting mission‑critical or high‑availability systems

• Strong written and verbal communication skills
• Ability to work independently and as part of a cross‑functional support team

$89,649.00 – $ (Nationwide Remote Office (US99))

We are an equal opportunity employer. We will consider qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.