Customer Support Specialist

Summary

Join Bixal as a Customer Support Specialist (Level III) and make a significant impact on the user experience for Veterans and their families. You will provide advanced technical support for web and mobile tools, serving as a technical lead for resolving complex issues. Collaborate with engineering, DevOps, product, and UX teams to ensure seamless user experience. This full-time position, contingent on contract award, offers a unique opportunity to contribute to a meaningful project. The role requires a blend of technical troubleshooting, systems thinking, and empathetic customer service. Bixal is committed to transparency and supporting your professional journey.

Requirements

• Bachelor’s degree plus at least five (5) years of relevant experience, or equivalent combination of education and/or experience in technical support, systems engineering, or a related role supporting large-scale web applications
• Demonstrated ability to troubleshoot and resolve issues across APIs, authentication protocols (SAML, OAuth), and third-party integrations
• Experience with tools such as Zendesk, Jira, Confluence, and observability platforms (e.g., Datadog, Sentry, New Relic)
• Familiarity with cloud-based infrastructure (AWS preferred), CI/CD practices, and monitoring/logging tools
• Strong written and verbal communication skills
• Strong facilitation and collaboration skills across teams and time zones
• Excellent analytical and problem-solving skills with keen attention to detail
• High level of empathy and patience when supporting users of varying technical backgrounds
• Proven ability to stay calm under pressure and manage competing priorities
• Ability to work independently and as part of a cross-functional, distributed team
• Must be able to obtain and maintain a Public Trust clearance

Responsibilities

• Serve as the primary escalation point for complex, multi-layered technical support issues related to digital health tools
• Investigate and resolve issues involving APIs, authentication (Login.gov, ID.me), VA.gov integration, and data flow between systems
• Collaborate with engineering and DevOps to identify root causes and implement long-term fixes
• Create and maintain internal support documentation and knowledge base content tailored to end-user needs and internal teams
• Develop scripts or automation to resolve recurring technical support issues and streamline workflows
• Communicate clearly and empathetically with both technical and non-technical stakeholders, including Veterans and support staff
• Analyze support trends and proactively recommend improvements to system usability and performance
• Participate in incident response, root cause analysis, and on-call rotations as needed

Preferred Qualifications

• Experience working with federal health IT systems or serving Veteran populations
• Familiarity with VA.gov services, Login.gov, or ID.me authentication systems
• Background in DevOps, site reliability engineering, or incident response
• ITIL or other service management certifications

Benefits

• Flex hours
• 401K with matching incentive
• Parental Leave
• Medical/dental/vision benefits
• Flex Spending Account
• Company provided short-term disability and life insurance
• Commuter benefits
• Generous PTO
• 11 Paid holidays
• Professional development opportunities