Tier 1 Support Specialist

Oddball believes that the best products are built when companies understand and value the things they are working on. We value learning and growth and the ability to make a big impact at a small company. We believe that we can make big changes happen and improve the daily lives of millions of people by bringing quality software to the federal space. 

We're looking for a Tier 1 Support Specialist to join our VA.gov Platform team, serving as the first line of support that keeps the platform stable, reliable, and accessible for Veterans and their families.

What you'll be doing:

• Serve as the first point of contact for support requests via ticketing system, email, or chat
• Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries
• Document incidents, track resolution progress, and communicate updates to stakeholders
• Escalate complex issues to Tier 2/3 support or engineering teams with clear, detailed context
• Monitor system alerts and flag potential problems before they escalate
• Maintain and improve knowledge base articles, FAQs, and user documentation to reduce recurring issues
• Support end users navigating VA.gov features and tools

 

What you’ll bring:

• Experience providing technical support in a fast-paced environment
• Comfortable with ticketing systems such as Jira, ServiceNow, or Zendesk
• Ability to explain technical issues clearly to non-technical users
• Familiarity with web applications, user accounts, and common troubleshooting techniques
• Strong attention to detail and follow-through on open issues
• Thrives in a remote, collaborative environment and genuinely enjoys helping people solve problems
• Communicates clearly and openly, whether writing up an incident report or walking a user through a fix
• Performs other related duties as assigned

 

Requirements:

• Applicants must be authorized to work in the United States. In alignment with federal contract requirements, certain roles may also require U.S. citizenship and the ability to obtain and maintain a federal background investigation and/or a security clearance.

Education:

• Bachelor’s Degree

Benefits:

• Fully remote
• Tech & Education Stipend
• Comprehensive Benefits Package
• Company Match 401(k) plan
• Flexible PTO, Paid Holidays

 

Oddball is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact an Oddball HR representative to request such an accommodation by emailing [email protected]

Compensation:

At Oddball, it’s important each employee is compensated competitively and fairly. In alignment with state legal requirements. A range for the included position is listed below. Be advised, actual offer details are determined by job category, job location, and candidate skill level.

 

United States Wage Range: $60,000 – $100,000