Tier 1 Support Specialist
New
S
SprezzaturaIT Services
Remote (In the U.S)Full-TimeMiddle
Salary90,000 - 110,000 USD per year
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Job Details
- Experience
- 4+ years
- Required Skills
- JiraDevOpsCustomer serviceServiceNowTroubleshootingTechnical support
Requirements
- 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
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
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