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Mid LevelFull-timeAgile
Salary Range
$110,500 - $149,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Tier 2 Support Specialist to join Oddball and support the VA Enterprise Notifications team. This role involves maintaining reliable communication services for the VA Notify and VEText platforms in a secure federal environment.
Key Responsibilities
- →Provide Tier 2 platform support, including troubleshooting access, configuration, and messaging workflow issues
- →Triage incoming requests and incidents, escalating technical problems to engineering teams as needed
- →Support Agile delivery teams by tracking tickets, documenting resolutions, and assisting with release readiness activities
- →Maintain clear documentation, FAQs, and runbooks to improve support efficiency and user experience
- →Assist with platform administration tasks such as user onboarding, permissions updates, and environment checks
- →Collaborate with product owners and stakeholders to clarify support needs and identify recurring issues
Requirements
- ✓5+ years of experience providing technical or application support in a helpdesk, operations, or platform support role
- ✓Strong communication skills and ability to assist both technical and non-technical users
- ✓Familiarity with ticketing systems and basic troubleshooting across web applications or SaaS platforms
- ✓Ability to work within Agile teams and support iterative delivery environments
- ✓Comfort operating in a regulated or federal environment with structured processes and documentation expectations
- ✓Bachelor’s Degree or equivalent work experience
Benefits
- ★Fully remote
- ★Tech & Education Stipend
- ★Comprehensive Benefits Package
- ★Company Match 401(k) plan
- ★Flexible PTO, Paid Holidays
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