Frontline 24/7 Incident & Service Support Specialist

Knowmadics; Herndon (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Knowmadics is seeking an Incident & Service Support Agent to join our 24/7/365 operations center. This role blends real-time monitoring, emergency triage, and product-level support to ensure system reliability and strong customer engagement.

You'll handle alerts via 360 Aware, document status across systems, support Jira-based desks, and assist with live product demonstrations. Flexible shifts include overnights, weekends, and holidays.

Qualifications

• High school diploma or equivalent.
• Eligible to obtain a US security clearance.
• Willing to work 12-hour shifts and 24/7/365 coverage.
• Public safety or emergency response experience preferred.

Responsibilities

• Monitor and triage emergency alerts and follow workflow procedures.
• Manage non-emergency issues per SLAs and track incidents in real time.
• Support 24/7 product demonstrations and log system performance.

Skills

Flexible availability

Emergency response

Public safety experience

Customer service

Security clearance eligibility

Education

High School Diploma

Tools

Jira

Job description

Knowmadics is seeking an Incident & Service Support Agent to join our 24/7/365 operations center. This role blends real-time monitoring, emergency triage, and product-level support to ensure system reliability and strong customer engagement.

You'll handle alerts via 360 Aware, document status across systems, support Jira-based desks, and assist with live product demonstrations. Flexible shifts include overnights, weekends, and holidays.