Remote Tier 2 Support Specialist - Web & Auth Issues

DecisionPoint Corporation; Reston (VA); On-site; USD 55,000 - 85,000; Full time

Job summary

DecisionPoint Corporation seeks a Tier 2 Customer Support Specialist to deliver mid-level technical support for MC&FP digital platforms from a fully remote role. You will reproduce complex issues, document findings, and coordinate with engineering, UX, cybersecurity, and PMO teams to resolve problems and improve user experience.

The ideal candidate has at least 2 years of customer or technical support experience, a Bachelor's degree in a related field, and an active Secret clearance.

Qualifications

• Minimum 2 years of experience in customer or technical support or service desk operations.
• Experience troubleshooting web-based tools, authentication flows, and user workflows.
• Experience documenting incidents and coordinating with end users and technical teams.
• ITIL Foundation certification is required.

Responsibilities

• Reproduce reported issues to identify patterns, root causes, and fixes.
• Coordinate escalations to engineering, cybersecurity, or Tier 3 support as needed.
• Provide clear, user-centered updates on status, workarounds, and resolutions.
• Support outage triage with screenshots, logs, and diagnostics data.
• Update knowledge bases and SOPs; document results and outcomes.
• Ensure accurate issue documentation within ITSM tools.
• Assist in UX improvements and recurring issue mitigation.
• Validate content updates and UI changes as requested by teams.
• Identify trends to drive continuous service improvements.

Skills

Strong communication

Problem reproduction & analysis

Customer service orientation

Ticket management

Independent work habits

Education

Bachelor's degree in related field

Tools

ITSM tools

Job description

DecisionPoint Corporation seeks a Tier 2 Customer Support Specialist to deliver mid-level technical support for MC&FP digital platforms from a fully remote role. You will reproduce complex issues, document findings, and coordinate with engineering, UX, cybersecurity, and PMO teams to resolve problems and improve user experience.

The ideal candidate has at least 2 years of customer or technical support experience, a Bachelor's degree in a related field, and an active Secret clearance.