Support Specialist

Title: Support Specialist
Location: Remote
Clearance: Secret
Type: Full-time, W2

About VivSoft
We are a mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience. We are a diverse team of innovators focused on creating open, scalable, and automated solutions that drive digital transformation in federal space. Our work culture fosters collaboration, creativity, and continuous learning.

Job Summary
Provides advanced Tier III application and operational support for mission-critical federal personnel vetting and security management systems. Responsible for troubleshooting complex application issues, supporting production operations, resolving escalated incidents, monitoring system performance, coordinating releases, and ensuring systems remain available, secure, and compliant.

Key Responsibilities

• Provide Tier 3 escalation support for production incidents, service disruptions, and complex user-reported issues affecting mission-critical personnel vetting systems.
• Monitor system performance and operational health during Government-defined operational hours (0800–2000 ET, M–F).
• Detect, report, resolve, and perform root-cause analysis for outages and performance degradation events.
• Manage and respond to support mailbox inquiries within 1 business day; resolve tickets in accordance with SLAs (Level 1: 24hrs, Level 2: 48hrs, Level 3: 10 business days).
• Maintain on-call availability for after-hours emergencies 24x7x365 via VPN or on-site as required.
• Coordinate with Tier 2 and infrastructure/application teams on escalated issues; provide information to enable timely Government decisions.
• Administer user accounts and groups; ensure timely completion of access and interface actions per SLAs.
• Maintain and update escalation rosters, on-call duty rosters (submitted weekly to senior duty officer), and operational SOPs.
• Support system patching, IAVA compliance, STIG activities, and continuous monitoring tasks under engineering direction.
• Contribute to incident, problem, and service disruption management using Agile practices to prioritize critical work.

Qualifications, Skills & Certifications

• Demonstrated experience at Tier 2 or Tier 3 support level for complex software applications.
• 3–5 years of IT operations or technical support experience in a federal or enterprise environment.
• Familiarity with ITSM/ticketing systems and SLA-driven support operations.
• Ability to perform and document root-cause analysis for application and infrastructure incidents.
• Experience supporting cloud-hosted (AWS or similar) applications.
• Active DoD Secret clearance; must be a U.S. Person; availability for 24x7 on-call rotation.
• ITIL Foundation certification or equivalent service management background.
• DoD 8140/8570 baseline certification (Security+).
• Experience with AWS GovCloud operational monitoring tools (CloudWatch, GuardDuty, etc.).
• Familiarity with federal personnel security or vetting systems.
• Experience managing user accounts and access controls in a federal environment.

Benefits

• Comprehensive Medical, Dental, and Vision Plans (Healthcare benefits are 100% employer-paid for employees only)
• Life Insurance
• Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)
• 401K Retirement Plan with employer match
• Professional Development Training Reimbursement

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