About the Role
We're looking for a Tier 1 Support Specialist to join our VA.gov Platform team, serving as the first line of support that keeps the platform stable, reliable, and accessible for Veterans and their families.
What you'll be doing:
- Serve as the first point of contact for support requests via ticketing system, email, or chat
- Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries
- Document incidents, track resolution progress, and communicate updates to stakeholders
- Escalate complex issues to Tier 2/3 support or engineering teams with clear, detailed context
- Monitor system alerts and flag potential problems before they escalate
- Maintain and improve knowledge base articles, FAQs, and user documentation to reduce recurring issues
- Support end users navigating VA.gov features and tools
What you’ll bring:
- Experience providing technical support in a fast-paced environment
- Comfortable with ticketing systems such as Jira, ServiceNow, or Zendesk
- Ability to explain technical issues clearly to non-technical users
- Familiarity with web applications, user accounts, and common troubleshooting techniques
- Strong attention to detail and follow-through on open issues
- Thrives in a remote, collaborative environment and genuinely enjoys helping people solve problems
- Communicates clearly and openly, whether writing up an incident report or walking a user through a fix
Education:
- Bachelor’s Degree