Customer Support Specialist (Level III)

Bixal; United States; Remote; USD 105,000 - 115,000; Full time

Job summary

An established industry player is seeking a Customer Support Specialist to enhance the user experience for Veterans and their families. In this pivotal role, you'll lead technical support efforts for web and mobile tools, ensuring seamless interactions for users. Your expertise in troubleshooting and collaboration will be essential as you work closely with engineering and product teams. This full-time position offers a chance to make a significant impact while fostering a culture of continuous improvement and innovation. Join a mission-driven team dedicated to delivering exceptional services and support to those who have served our country.

Benefits

Flex hours

401K with matching incentive

Parental Leave

Medical/dental/vision benefits

Flex Spending Account

Short-term disability and life insurance

Commuter benefits

Generous PTO

11 Paid holidays

Professional development opportunities

Qualifications

• 5+ years of experience supporting large-scale web applications.
• Ability to troubleshoot complex technical issues across various platforms.

Responsibilities

• Provide advanced technical support for digital health tools.
• Collaborate with engineering teams to resolve technical issues.

Skills

Technical Support

Troubleshooting

APIs

Communication Skills

Analytical Skills

Education

Bachelor’s Degree

Tools

Zendesk

Jira

Confluence

AWS

Datadog

Sentry

New Relic

Job description

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Important Notice for Applicants:

At Bixal, we want to ensure a transparent and secure application process for all candidates. Official communication will come from an email address ending in @bixal.com or from [e-mail]. Messages from other sources may be fraudulent, and you should exercise care to avoid any links or attachments included. If you experience any challenges with your submission, please contact us at [e-mail]. We're here to help!

Bixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any accommodation as part of our recruitment process, please contact us at [e-mail]. You can expect a response from a team member within 24 hours during the regular work week and on the next operating day during the weekend or holidays.

About Us:
Bixal is a consulting company based in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.

Location
This role can work remotely from anywhere in the USA. You must be legally authorized to work in the US. Bixal does not provide visa sponsorship.

What Will You Do?
Bixal is seeking a Customer Support Specialist (Level III) to join a high-impact team dedicated to transforming the user experience for Veterans and their families. In this role, you’ll provide advanced technical support for modernized web and mobile tools that help Veterans manage their health records, communicate with care teams, and access essential services. You’ll serve as a technical lead for resolving complex customer issues and work closely with engineering, DevOps, product, and UX teams to ensure a seamless user experience. This position requires a blend of deep technical troubleshooting, systems thinking, and empathetic customer service.

This is a full-time position contingent on contract award by our client, with a performance period of up to one year, with the possibility of two one-year extensions. This role offers an opportunity to make a meaningful impact on a project aligned with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success.

Responsibilities

1. Serve as the primary escalation point for complex, multi-layered technical support issues related to digital health tools. Other relevant duties as trained and qualified to perform.
2. Investigate and resolve issues involving APIs, authentication (Login.gov, ID.me), VA.gov integration, and data flow between systems. Other relevant duties as trained and qualified to perform.
3. Collaborate with engineering and DevOps to identify root causes and implement long-term fixes. Other relevant duties as trained and qualified to perform.
4. Create and maintain internal support documentation and knowledge base content tailored to end-user needs and internal teams. Other relevant duties as trained and qualified to perform.
5. Develop scripts or automation to resolve recurring technical support issues and streamline workflows. Other relevant duties as trained and qualified to perform.
6. Communicate clearly and empathetically with both technical and non-technical stakeholders, including Veterans and support staff. Other relevant duties as trained and qualified to perform.
7. Analyze support trends and proactively recommend improvements to system usability and performance. Other relevant duties as trained and qualified to perform.
8. Participate in incident response, root cause analysis, and on-call rotations as needed. Other relevant duties as trained and qualified to perform.

Qualifications

• Bachelor’s degree plus at least five (5) years of relevant experience, or an equivalent combination of education and/or experience supporting large-scale web applications.
• Demonstrated ability to troubleshoot and resolve issues across APIs, authentication protocols (SAML, OAuth), and third-party integrations.
• Experience with tools such as Zendesk, Jira, Confluence, and observability platforms (e.g., Datadog, Sentry, New Relic).
• Familiarity with cloud-based infrastructure (AWS preferred), CI/CD practices, and monitoring/logging tools.
• Strong written and verbal communication skills.
• Strong facilitation and collaboration skills across teams and time zones.
• Excellent analytical and problem-solving skills with keen attention to detail.
• High level of empathy and patience when supporting users of varying technical backgrounds.
• Proven ability to stay calm under pressure and manage competing priorities.
• Ability to work independently and as part of a cross-functional, distributed team.
• Must be able to obtain and maintain a Public Trust clearance.

Nice to Haves

• Experience working with federal health IT systems or serving Veteran populations.
• Familiarity with VA.gov services, Login.gov, or ID.me authentication systems.
• Background in DevOps, site reliability engineering, or incident response.
• ITIL or other service management certifications.

$105,000 - $115,000 a year

Perks & Benefits:

• Flex hours
• 401K with matching incentive
• Parental Leave
• Medical/dental/vision benefits
• Flex Spending Account
• Company provided short-term disability and life insurance
• Commuter benefits
• Generous PTO
• 11 Paid holidays
• Professional development opportunities

Please note that candidates selected may undergo a background investigation and, if applicable, meet eligibility requirements for suitability.

Our company is committed to providing equal employment opportunities for all individuals and complies with all applicable federal, state, and local anti-discrimination laws. Employment decisions are based on merit, qualifications, and business needs.