Tier 1 Support Specialist

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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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Sprezzatura

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🏛️ Government

💼 Consulting

🏥 Healthcare

Government • Consulting • Healthcare

Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides secure, scalable, and human-centered digital solutions to federal agencies. It specializes in DevSecOps, health IT modernization, intelligent automation, benefits delivery and claims processing, digital communications, data analytics/business intelligence, and organizational change management. Sprezzatura focuses on end-to-end IT and professional services across the product lifecycle—helping government clients modernize systems, improve delivery through Agile and DevSecOps practices, and translate strategy into measurable execution.

📋 Description

• Serve as the first point of contact for Platform support requests from engineering teams • Respond to support requests within established service level objectives (SLOs) • Troubleshoot common Platform issues and resolve requests whenever possible • Escalate complex issues to Tier 2 support, Site Reliability Engineering (SRE), DevOps, or Platform Engineering • Communicate status updates and resolution progress throughout the support lifecycle • Monitor production alerts and operational dashboards • Triage incidents and coordinate appropriate response activities • Create and manage incident communication channels, bridge calls, and documentation • Coordinate with engineering teams during outages and high-priority incidents • Assist with post-incident documentation and follow-up activities • Deliver timely, professional, and customer-focused support to VA engineering teams • Communicate technical information clearly to technical and non-technical audiences • Build relationships with product teams and Platform stakeholders • Ensure support interactions reflect Platform’s commitment to operational excellence

🎯 Requirements

• U.S. Citizen or Permanent Resident (Required) • Ability to obtain and maintain a Public Trust clearance • Bachelor’s Degree • 4+ years providing technical support in a production software environment • Strong troubleshooting and problem-solving skills • Excellent written and verbal communication skills • Experience working with ticketing systems such as ServiceNow, Jira, GitHub Issues, or similar platforms • Familiarity with cloud-based applications and modern web technologies • Ability to prioritize multiple requests in a fast-paced operational environment • Experience documenting technical issues and resolutions • Strong customer service orientation with a focus on responsiveness and follow-through • Reliable internet service that allows for effective telecommuting • Standard business hours are Monday through Friday; occasional extended or weekend hours may be required based on operational needs

🏖️ Benefits

• Medical, Dental, and Vision • Health Saving Account (when enrolled in eligible plan) with Company contribution • Company paid Life, Accidental Death, Short-term & Long-term Disability • Voluntary Accident, Hospital Indemnity, & Critical Care Insurance • Voluntary Medical & Dependent Care Flexible Spending Accounts • Accrued Paid Time Off & Company Paid Holidays • 401(k) Retirement Plan with Company match