SkillBridge Training Program - Tier 1 Support Specialist

About SkillBridge

The DOW SkillBridge program is an opportunity for service members to gain valuable civilian work experience through specific industry training, apprenticeships, or internships during the last 180 days of service (or as DOW determines). DOW SkillBridge connects transitioning service members with industry partners in real-world job experiences.

For service members, DOW SkillBridge provides an invaluable chance to work and learn in civilian, private-sector career areas. For industry partners, DOW SkillBridge is an opportunity to access and leverage the world's most highly trained and motivated workforce at no direct cost. Service members participating in DOW SkillBridge programs continue receiving their military compensation and benefits, while industry partners provide industry exposure, civilian training, and work experience.

Installation and unit commanders who have members about to transition from active duty, bridge the gap between their service members' end of service and the beginning of their civilian careers with the DOW SkillBridge participation. Commanders ease this military-to-civilian transition period for their members when they permit SkillBridge participation with trusted employers.

Service members can be granted up to 180 days of permissive duty to focus solely on training full-time with approved industry partners after their chain of command, field grade commander, provides written authorization and approval. These industry partners offer real-world training and in-demand work experience while having the opportunity to evaluate the service member's suitability for future employment.

By the end of the program, the participant will: 

• Understand our products at a Tier 1 support level 

• Be able to intake, document, and triage support requests in ServiceNow and Zendesk 

• Learn how and when to escalate issues to Tier 2/engineering 

• Become comfortable with light AWS concepts used in support (e.g., basic console navigation, checking service health, understanding environments) 

• Contribute to support documentation, checklists, and knowledge base content

• →Shadow Tier 1 support staff to learn end‑to‑end workflows in ServiceNow and Zendesk 

• →Assist with ticket intake, categorization, and status updates in both systems 

• →Follow documented runbooks and SOPs for common issues 

• →Prepare clean escalations to Tier 2 (with required details and artifacts) 

• →Help maintain and improve templates, checklists, and documentation under supervision 

• →Use AWS tasks as directed (e.g., checking dashboards, confirming environment status, pulling basic information needed for troubleshooting)

• Assigned mentor within the Support team 

• Regular 1:1 check‑ins and progress reviews 

• Access to onboarding materials, SOPs, and knowledge base content 

• Ongoing feedback on ServiceNow/Zendesk usage and AWS‑related tasks

By the conclusion of the SkillBridge program, the participant will be able to: 

• Independently handle Tier 1 support tasks in ServiceNow and Zendesk within the agreed upon scope 

• Correctly document and triage issues, using appropriate fields, priorities, and statuses in both systems 

• Follow established workflows for troubleshooting, escalation, and communication, including the use of light AWS checks where documented 

• Contribute to improving documentation, checklists, and internal training resources related to ServiceNow, Zendesk, and basic AWS‑aware troubleshooting 

 Tools & Systems