Tier 1 Support Specialist

Remotemid

OtherSupport Specialist

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Quick Summary

Key Responsibilities

Serve as the first point of contact for support requests via ticketing system, email, or chat Troubleshoot and resolve common issues related to account access, site functionality,

Requirements Summary

Applicants must be authorized to work in the United States. In alignment with federal contract requirements, certain roles may also require U.S.

Technical Tools

OtherSupport Specialist

Oddball believes that the best products are built when companies understand and value the things they are working on. We value learning and growth and the ability to make a big impact at a small company. We believe that we can make big changes happen and improve the daily lives of millions of people by bringing quality software to the federal space.

We're looking for a Tier 1 Support Specialist to join our VA.gov Platform team, serving as the first line of support that keeps the platform stable, reliable, and accessible for Veterans and their families.

Responsibilities

~1 min read

→Serve as the first point of contact for support requests via ticketing system, email, or chat
→Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries
→Document incidents, track resolution progress, and communicate updates to stakeholders
→Escalate complex issues to Tier 2/3 support or engineering teams with clear, detailed context
→Monitor system alerts and flag potential problems before they escalate
→Maintain and improve knowledge base articles, FAQs, and user documentation to reduce recurring issues
→Support end users navigating VA.gov features and tools

Experience providing technical support in a fast-paced environment
Comfortable with ticketing systems such as Jira, ServiceNow, or Zendesk
Ability to explain technical issues clearly to non-technical users
Familiarity with web applications, user accounts, and common troubleshooting techniques
Strong attention to detail and follow-through on open issues
Thrives in a remote, collaborative environment and genuinely enjoys helping people solve problems
Communicates clearly and openly, whether writing up an incident report or walking a user through a fix
Performs other related duties as assigned

Requirements

~1 min read

Applicants must be authorized to work in the United States. In alignment with federal contract requirements, certain roles may also require U.S. citizenship and the ability to obtain and maintain a federal background investigation and/or a security clearance.