Customer Support III

Summary

Join Wilcore as a Customer Support III and become a Tier III escalation point, resolving complex support cases requiring deep technical investigation and cross-team collaboration. Collaborate with engineering, product, and data teams to identify root causes and influence long-term improvements. Contribute to trend analysis, process documentation, and reporting using tools like Medallia, DOMO, and BigQuery. Ensure each Veteran receives timely, respectful, and technically sound support. This role blends tactical and strategic responsibilities, impacting the daily lives of millions through quality software in the federal space. Wilcore values learning, growth, and making a big impact. We are a small company with a big mission.

Requirements

• 3+ years of experience in customer support, technical support, or service operations
• Strong understanding of web-based platforms, identity verification tools, and data flows
• Experience using data reporting and analytics tools (e.g., DOMO, BigQuery, PowerBI)
• Familiarity with Microsoft Dynamics, APIs, and case management workflows
• High empathy, patience, and a customer-first mindset—especially working with Veterans
• Experience working in Agile development environments
• Must be a US Citizen and able to work domestically
• Must be able to attain low-level security clearance
• Bachelor’s degree

Responsibilities

• Serve as a Tier III escalation point, resolving complex, high-impact support cases that require deep technical investigation and cross-team collaboration
• Work closely with engineering, product, and data teams to identify root causes, resolve systemic issues, and influence long-term improvements
• Contribute to trend analysis, process documentation, and reporting using tools like Medallia, DOMO, and BigQuery
• Help ensure each Veteran receives timely, respectful, and technically sound support
• Performs other related duties as assigned

Preferred Qualifications

• Experience with VA systems or related federal data (e.g., DEERS, MPI)
• Security+ or similar cybersecurity certification
• Exposure to AI/ML-assisted support workflows
• Familiarity with human-centered design principles

Benefits

• Fully remote
• Annual stipend
• Comprehensive Benefits Package
• Company Match 401(k) plan
• Flexible PTO, Paid Holidays