Remote Tier 2 Support Lead for Enterprise DoD Ops

DecisionPoint Corporation; Reston (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

DecisionPoint Corporation seeks a Tier 2 Customer Support Lead to oversee mid-level support operations across a large-scale federal and DoD-aligned digital ecosystem. You will manage escalations, ensure timely responses, and maintain service quality with a focus on user experience.

The role is fully remote and requires active Secret clearance and a bachelor’s degree, at least 5 years in customer or technical support, and the ability to coordinate with engineering and cybersecurity teams.

Qualifications

• Bachelor's degree in communications, IT, digital services, or related field.
• Minimum 5 years in customer or technical support operations.
• Experience supporting Tier 2 or mid-level troubleshooting in an enterprise environment.
• Experience coordinating with engineering teams on escalated issues.

Responsibilities

• Lead Tier 2 troubleshooting and escalations for complex issues.
• Coordinate resolutions with engineering, cloud, cybersecurity, and product teams.
• Manage Tier 2 queues based on urgency and mission requirements.
• Train and mentor Tier 2 specialists and improve SOPs.
• Document troubleshooting steps and recurring issues.
• Support incident response during outages or degraded performance.
• Track KPIs, SLAs, and customer satisfaction metrics.
• Contribute to knowledge base and user guides.

Skills

Customer service

Problem solving

Mentoring

Queue management

Cross-team collaboration

Education

Bachelor's degree in related field

Tools

Ticketing systems

Job description

DecisionPoint Corporation seeks a Tier 2 Customer Support Lead to oversee mid-level support operations across a large-scale federal and DoD-aligned digital ecosystem. You will manage escalations, ensure timely responses, and maintain service quality with a focus on user experience.

The role is fully remote and requires active Secret clearance and a bachelor’s degree, at least 5 years in customer or technical support, and the ability to coordinate with engineering and cybersecurity teams.