Customer Support III

Summary

Join Wilcore as a Customer Support Specialist III and provide empathetic support to Veterans and users of VA digital services. You will troubleshoot issues related to account access, authentication, and system navigation, documenting cases in platforms like Zendesk or Jira. Responsibilities include escalating complex issues, maintaining knowledge bases, collaborating on workflow improvements, and ensuring a Veteran-centered experience. This role requires 3+ years of technical/customer support experience in government, healthcare, or large-scale digital services, along with experience troubleshooting authentication systems and familiarity with ticketing platforms. A Bachelor’s degree is required, and US citizenship with the ability to obtain a low-level security clearance is mandatory. Wilcore offers a fully remote position, an annual stipend, a comprehensive benefits package, a 401(k) plan, flexible PTO, and paid holidays.

Requirements

• 3+ years of experience in technical/customer support in government, healthcare, or large-scale digital services
• Experience troubleshooting across authentication systems, APIs, web portals, and mobile apps (experience with ID.me or Login.gov is a plus)
• Familiarity with ticketing/support platforms (like Zendesk, ServiceNow, or Jira) and documentation tools (Confluence, SharePoint)
• Basic understanding of cloud-based infrastructure, CI/CD pipelines, monitoring/observability (e.g., Datadog, Sentry)
• Excellent written and verbal communication skills; ability to support users with varying technical backgrounds
• Strong problem-solving aptitude, attention to detail, and ability to troubleshoot under pressure
• 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

• Provide responsive, empathetic support to Veterans & users accessing VA digital services, helping resolve issues related to account access, authentication (e.g., Login.gov, ID.me), and system navigation
• Troubleshoot user problems, document cases clearly in support platforms like Zendesk or Jira, and escalate complex issues to engineering or Tier 3 teams when needed
• Contribute to maintaining internal knowledge bases and external help resources, while collaborating with teammates to improve support workflows and ensure a consistent, Veteran-centered experience
• Performs other related duties as assigned

Benefits

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