Tier 2 Customer Support Specialist

Job not on LinkedIn

🕒 November 24, 2025

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 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

• Troubleshoot and resolve complex user issues across MC&FP digital tools, including product catalogs, checklists, SSO, search, and interactive features • Reproduce reported issues to identify patterns, root causes, and potential fixes • Coordinate escalations to engineering, architecture, cybersecurity, or Tier 3 support when needed • Provide clear, user-centered communication on issue status, workarounds, and resolutions • Support service outage triage by gathering screenshots, logs, and behavioral details for diagnostics • Execute knowledge base procedures, update troubleshooting guides, and contribute to SOP improvements • Document issue details, troubleshooting steps, and outcomes accurately within ITSM tools • Assist in user experience improvements and advocate for recurring issue mitigation • Validate content updates, UI changes, and operational modifications requested by technical teams • Identify trends and recommend enhancements to support continuous service improvements • Provide mid-level technical support across MC&FP digital platforms and collaborate with engineering, UX, cybersecurity, and PMO teams

🎯 Requirements

• Must hold an active Secret clearance, supported by a Tier 3 background investigation • Bachelor’s degree in Communications, Digital Services, Information Technology, Psychology, or a related field • Minimum 2 years of experience in customer support, technical support, digital services support, or service desk operations • Experience troubleshooting web-based tools, authentication, user workflows, or digital service issues • Experience documenting incidents and interacting with end users and technical teams • Familiarity with ticketing systems, escalation workflows, and Tier 1/Tier 2 support practices • Understanding of web-based applications, browser behavior, cookies/cache, and authentication flows • Knowledge of diagnosing user errors, broken links, UI issues, and search/indexing behavior • ITIL Foundation certification • Experience supporting content management systems or cloud-hosted applications • Exposure to SSO authentication, identity integration, or digital platform troubleshooting • Strong written and verbal communication skills with the ability to guide users through complex processes • Ability to reproduce and analyze problems with attention to detail • Strong customer service orientation and empathy for user needs • Ability to manage multiple tickets and priorities simultaneously • Organized, proactive, and capable of working independently in a fast-paced environment