Tier 1 Support Specialist

Position Title: Tier 1 Support Specialist
Location: Remote (In the U.S)

Other Considerations: U.S. Citizen or Permanent Resident (Required)

POSITION SUMMARY

We are seeking a Tier 1 Support to join our team supporting VA.gov Platform. In this role you will serve as the first point of contact for engineering teams using VA.gov Platform services. This role provides technical support, incident triage, and operational coordination to help ensure Platform services remain reliable, secure, and available for the teams delivering digital services to millions of Veterans.

This is an excellent opportunity for someone who is passionate about working closely with Site Reliability Engineering (SRE), DevOps, Product, and Platform Engineering teams. The Tier 1 Platform Support Specialist resolves support requests, coordinates incident response, monitors production systems, and helps engineering teams successfully navigate Platform tools, services, and processes. This position requires strong customer service skills, technical curiosity, and the ability to prioritize multiple requests in a fast-paced production environment.

RESPONSIBILITIES

• 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 as appropriate
• Communicate status updates and resolution progress to requesters 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 both technical and non-technical audiences
• Build strong relationships with product teams and Platform stakeholders
• Ensure support interactions reflect Platform's commitment to operational excellence
  

QUALIFICATIONS

• 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

WORKING CONDITIONS

Standard Business hours are Monday through Friday. Occasional extended or weekend hours may be required based on operational needs. Must have reliable internet service that allows for effective telecommuting.

PAY RANGE

The base salary range for this position is $90,000 to $110,000 annually, depending on geographic work location, relevant experience, skills, education, internal equity, security clearance, and contract requirements. Geographic salary ranges are determined in accordance with the company's compensation practices and represent a good-faith estimate of the compensation for this position at the time of posting.

BENEFITS

Sprezzatura offers a comprehensive and flexible benefit package to include:

• 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
  

WORK AUTHORIZATION

Sprezzatura participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S.

Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business (SDVOSB) that thrives at the intersection of technology, innovation, and impact. We specialize in secure, scalable, and human-centered digital solutions that accelerate government transformation. Our work spans DevSecOps, health IT modernization, intelligent automation, benefits delivery, and digital communications. We partner with agencies ready to evolve-delivering not just strategy, but measurable execution. Rooted in operational excellence and driven by curiosity, we help our clients navigate complexity with clarity-turning ambitious ideas into real-world outcomes. No buzzwords. Just impact.

EEO STATEMENT

Sprezzatura is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic. Applicants have the right to discuss, disclose, or inquire about compensation without retaliation. Reasonable accommodations are available for qualified individuals with disabilities.

This job description is not intended to be an employment contract and does not guarantee employment for any specific duration.