Support Specialist

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🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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VivSoft

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🏛️ Government

🤖 Artificial Intelligence

🏢 Enterprise

Government • Artificial Intelligence • Enterprise

VivSoft is a federal-focused technology company that builds productized, mission-focused software and services to accelerate government efficiency. The firm combines Data/AI and human-machine teaming, cloud/DevSecOps and software factories, and digital experience (UI/UX) to deliver scalable, templated solutions for government customers. VivSoft supports government contracting vehicles (OTAs, CSOs, SBIR), partners with prime contractors, and moves prototypes into production to solve complex, repeating mission problems.

📋 Description

• Provide Tier 3 escalation support for production incidents, service disruptions, and complex user-reported issues affecting mission-critical personnel vetting systems. • Monitor system performance and operational health during Government-defined operational hours (0800–2000 ET, M–F). • Detect, report, resolve, and perform root-cause analysis for outages and performance degradation events. • Manage and respond to support mailbox inquiries within 1 business day; resolve tickets in accordance with SLAs (Level 1: 24hrs, Level 2: 48hrs, Level 3: 10 business days). • Maintain on-call availability for after-hours emergencies 24x7x365 via VPN or on-site as required. • Coordinate with Tier 2 and infrastructure/application teams on escalated issues; provide information to enable timely Government decisions. • Administer user accounts and groups; ensure timely completion of access and interface actions per SLAs. • Maintain and update escalation rosters, on-call duty rosters (submitted weekly to senior duty officer), and operational SOPs. • Support system patching, IAVA compliance, STIG activities, and continuous monitoring tasks under engineering direction. • Contribute to incident, problem, and service disruption management using Agile practices to prioritize critical work.

🎯 Requirements

• Demonstrated experience at Tier 2 or Tier 3 support level for complex software applications. • 3–5 years of IT operations or technical support experience in a federal or enterprise environment. • Familiarity with ITSM/ticketing systems and SLA-driven support operations. • Ability to perform and document root-cause analysis for application and infrastructure incidents. • Experience supporting cloud-hosted (AWS or similar) applications. • Active DoD Secret clearance; must be a U.S. Person; availability for 24x7 on-call rotation. • ITIL Foundation certification or equivalent service management background. • DoD 8140/8570 baseline certification (Security+). • Experience with AWS GovCloud operational monitoring tools (CloudWatch, GuardDuty, etc.). • Familiarity with federal personnel security or vetting systems. • Experience managing user accounts and access controls in a federal environment.

🏖️ Benefits

• Comprehensive Medical, Dental, and Vision Plans (Healthcare benefits are 100% employer-paid for employees only) • Life Insurance • Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays) • 401K Retirement Plan with employer match • Professional Development Training Reimbursement