Support Specialist

Oddball

Tier 1 Support Specialist providing support for the VA.gov Platform team. Responsible for troubleshooting, documenting incidents and resolving user issues while maintaining service stability.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $60,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support, troubleshooting web applications, and effectively communicating with non-technical users. Proficient in maintaining documentation and improving user experience on digital platforms.

Highest-signal resume keywords

Technical Support ExperienceTicketing Systems (Jira, ServiceNow, Zendesk)Web Application TroubleshootingClear Communication SkillsAttention to Detail

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingIncident DocumentationUser Account ManagementSystem MonitoringKnowledge Base Maintenance

Soft Skills

Problem-SolvingCollaborationCustomer Service Orientation

Industry Keywords

VA.govTechnical SupportRemote Work Environment

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Fully remote
Tech & Education Stipend
Comprehensive Benefits Package
Company Match 401(k) plan
Flexible PTO, Paid Holidays