Remote Platform Support Engineer - Tier 1

SprezzMC; United States; On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

401(k) with company match

HSA with company contribution

Paid time off & holidays

Job summary

Sprezzatura is seeking a Tier 1 Support Specialist to serve as the first contact for VA.gov Platform engineering teams. Remote work within the United States is supported, with a focus on incident triage, production monitoring, and coordinating with SRE/DevOps teams.

The ideal candidate has 4+ years in technical production support, strong customer service, and solid communication skills; eligibility for a Public Trust clearance is required.

Qualifications

• Ability to obtain and maintain a Public Trust clearance.
• Bachelor's Degree required.
• 4+ years providing technical support in a production software environment.
• Excellent written and verbal communication skills.
• Experience with ticketing systems such as ServiceNow, Jira, GitHub Issues, or similar platforms.

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 where possible.
• Escalate complex issues to Tier 2 support, SRE, DevOps, or Platform Engineering as appropriate.
• Communicate status updates and resolution progress to requesters throughout the lifecycle.
• Monitor production alerts and operational dashboards; triage incidents.
• Coordinate with engineering teams during outages and high-priority incidents.
• Deliver timely, professional, and customer-focused support to VA engineering teams.
• Communicate technical information clearly to technical and non-technical audiences.

Skills

Public Trust clearance

Troubleshooting

Communication skills

Ticketing systems

Education

Bachelor's Degree

Tools

ServiceNow

Jira

GitHub Issues

Job description

Sprezzatura is seeking a Tier 1 Support Specialist to serve as the first contact for VA.gov Platform engineering teams. Remote work within the United States is supported, with a focus on incident triage, production monitoring, and coordinating with SRE/DevOps teams.

The ideal candidate has 4+ years in technical production support, strong customer service, and solid communication skills; eligibility for a Public Trust clearance is required.