Tier 2 Customer Support Specialist

Overview

DecisionPoint seeks a Tier 2 Customer Support Specialist to provide mid-level technical support across a wide suite of MC&FP digital platforms. This role resolves user-reported issues by replicating complex errors, analyzing root causes, and providing clear, actionable solutions or escalations. 

The Tier 2 Customer Support Specialist supports troubleshooting of MC&FP web tools such as product catalogs, checklists, interactive forms, SSO authentication flows, search functions, and other digital services. This position ensures timely response to customer inquiries, contributes to knowledge documentation, and collaborates with engineering, UX, cybersecurity, and PMO teams to continuously improve the user experience. 

This position is fully remote. 

Duties & Responsibilities

The Tier 2 Customer Support Specialist will: 

• Troubleshoot and resolve complex user issues across MC&FP digital tools, including product catalogs, checklists, SSO, search, and interactive features. 

• Reproduce reported issues to identify patterns, root causes, and potential fixes. 

• Coordinate escalations to engineering, architecture, cybersecurity, or Tier 3 support when needed. 

• Provide clear, user-centered communication on issue status, workarounds, and resolutions. 

• Support service outage triage, gathering screenshots, logs, and behavioral details for diagnostics. 

• Execute knowledge base procedures, update troubleshooting guides, and contribute to SOP improvements. 

• Ensure accurate documentation of issue details, troubleshooting steps, and outcomes within ITSM tools. 

• Assist in user experience improvements and advocate for recurring issue mitigation. 

• Validate content updates, UI changes, and operational modifications as requested by technical teams. 

• Support continuous service improvements by identifying trends and recommending enhancements. 

Qualifications

Clearance Requirement 

Must hold an active Secret clearance, supported by a Tier 3 background investigation. 

Education (Required) 

Bachelor’s degree in Communications, Digital Services, Information Technology, Psychology, or a related field. 

Experience (Required) 

• Minimum 2 years of experience in customer support, technical support, digital services support, or service desk operations. 

• Experience troubleshooting web-based tools, authentication, user workflows, or digital service issues. 

• Experience documenting incidents and interacting with end users and technical teams. 

Technical Knowledge (Required) 

• Familiarity with ticketing systems, escalation workflows, and Tier 1/Tier 2 support practices. 

• Understanding of web-based applications, browser behavior, cookies/cache, and authentication flows. 

• Knowledge of diagnosing user errors, broken links, UI issues, and search/indexing behavior. 

Technical Knowledge (Preferred) 

• Experience supporting content management systems or cloud-hosted applications. 

• Exposure to SSO authentication, identity integration, or digital platform troubleshooting. 

Certifications 

Required: 

• ITIL Foundation certification 

Skills 

• Strong written and verbal communication skills with the ability to guide users through complex processes. 

• Ability to reproduce and analyze problems with attention to detail. 

• Strong customer service orientation and empathy for user needs. 

• Ability to manage multiple tickets and priorities simultaneously. 

• Organized, proactive, and capable of working independently in a fast-paced environment. 

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.