Tier 2 Customer Support Lead

🕒 November 24, 2025

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 76%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DecisionPoint Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🎖️ Defense

💼 Consulting

📦 Logistics

Defense • Consulting • Logistics

DecisionPoint Corporation is a Service Disabled Veteran Owned Small Business specializing in IT modernization and digital transformation for government agencies. They provide comprehensive services including cybersecurity, health IT, and intelligent automation solutions, aimed at improving operational efficiency and effectiveness while ensuring secure cloud migration. Their Centers of Excellence approach drives mission success by addressing the most pressing challenges faced by government entities through innovative technology and expert support.

📋 Description

• Oversee daily Tier 2 support operations across digital platforms • Lead troubleshooting for escalated technical issues, including user access, system errors, permissions, and platform behavior • Coordinate complex issue resolution with engineering, cloud, cybersecurity, and product teams • Ensure timely and accurate responses aligned with brand tone and service expectations • Manage Tier 2 queues and prioritize cases based on urgency, impact, and mission requirements • Review and improve workflows, SOPs, and escalation procedures • Train and mentor Tier 2 specialists • Perform root cause analysis and recommend system or workflow improvements • Support incident response activities related to service outages or degraded performance • Document troubleshooting steps, resolutions, and recurring issue trends • Collaborate with analytics and reporting teams to track KPIs, SLAs, and customer satisfaction metrics • Contribute to knowledge base updates, technical guides, and user support documentation

🎯 Requirements

• Must hold an active Secret clearance, supported by a Tier 3 background investigation • Bachelor’s degree in Communications, Information Technology, Digital Services, Customer Experience, or a related field • Minimum 5 years of experience in customer support, technical support, service desk, or digital service operations • Experience supporting Tier 2 or mid-level technical troubleshooting in an enterprise environment • Experience coordinating with engineering teams on escalated technical issues • Experience managing user communications and documentation with clarity and professionalism • Strong understanding of ticketing systems, escalation workflows, and service desk best practices • Experience troubleshooting access, permissions, platform errors, and user-facing system behavior • Knowledge of digital platform functions, content systems, or cloud-hosted applications • Experience with ITIL processes, especially incident, problem, and knowledge management • Familiarity with digital analytics tools used to assess user behavior or service trends • Experience supporting DoD, federal, or enterprise-scale digital environments • Strong customer service and communication skills with the ability to tailor explanations to both technical and non-technical audiences • Excellent problem-solving skills with attention to detail and accuracy • Ability to lead and mentor support staff in a fast-paced, mission-focused environment • Strong organizational and queue management skills • Ability to work collaboratively across technical and non-technical teams