Tier 1 Support Specialist (GovTech)

TL;DR

Tier 1 Support Specialist (GovTech): Providing first-line technical support for the VA.gov platform with an accent on incident troubleshooting and user account management. Focus on resolving common platform issues, maintaining the knowledge base, and ensuring a stable experience for Veterans.

Location: Remote (Must be authorized to work in the United States)

Salary: $60,000 – $100,000

Company

hirify.global brings quality software to the federal space, focusing on improving the daily lives of millions of people through the VA.gov Platform.

What you will do

• Serve as the first point of contact for support requests via ticketing systems, email, and chat.
• Troubleshoot and resolve issues related to account access, site functionality, and general platform inquiries.
• Document incidents, track resolution progress, and communicate updates to stakeholders.
• Escalate complex technical issues to Tier 2/3 support or engineering teams with detailed context.
• Monitor system alerts and maintain knowledge base articles and FAQs to reduce recurring issues.

Requirements

• Experience providing technical support in a fast-paced environment.
• Proficiency with ticketing systems such as Jira, ServiceNow, or Zendesk.
• Bachelor’s Degree.
• Authorized to work in the United States; U.S. citizenship and ability to obtain a federal security clearance may be required.
• Ability to explain technical issues clearly to non-technical users.

Culture & Benefits

• Fully remote work environment.
• Comprehensive benefits package including a company match 401(k) plan.
• Tech and Education stipend.
• Flexible PTO and paid holidays.