Production Support Specialist

Agile Six is a people-first, remote-work company that serves shoulder-to-shoulder with federal agencies to find innovative, human-centered solutions. We build better by putting people first. We are animated by our core values of Purpose, Wholeness, Trust, Self-Management and Inclusion. We deliver our solutions in autonomous teams of self-managed professionals (no managers here!) who genuinely care about each other and the work. We know that's our company's purpose - and that we can only achieve it by supporting a culture where people feel valued, self-managed, and love to come to work.
The role

As a Product Support Specialist at Agile Six, you have a passion for facilitating flow. You understand that things that interrupt someone from accomplishing their goals can be incredibly frustrating and inefficient. You are able to track and manage multiple incoming issues to resolution, while communicating progress to affected parties in a clear and friendly way. You are able to empathize with a technically challenged, user of a system, as well as a senior Software Architect, and lead them to solutions they each can comprehend. You can connect dots, make recommendations based on trends and data, and drive initiatives (such as creating new intake methods or aligning our metrics and tracking mechanisms with ones that exist for other help desks in the ecosystem) to affect meaningful change from start to finish.

In this role, you'll act as full-time, on-call triage for our development teams, the single point who fields incoming issues from Veterans and help-desk analysts, digs into systems, logs, and code to reproduce and understand what's actually happening, and routes each issue to the right team or VA system. This is not network operations or IT help desk and it's not a coding role, it's the connection point between end users and engineering on an agile software product. If you've spent time as an engineer or in technical support and you're drawn to triage, problem-solving, and helping teams run smoothly rather than shipping features yourself, this role is for you.

We're looking for someone who knows how to work collaboratively, both internally with the team and externally with clients, stakeholders, and users. Coupled with this we're looking for someone who is humble and constantly asks questions while also confident that everything needed can be learned.

The Period of Performance for this contract expires on February 16, 2027. There is a strong likelihood we will continue this work under a follow-on contract beyond February 16th, but we won't have clarity on the continuation path until closer to that date.
Responsibilities

• Plan, prioritize, and schedule triage and support activities to ensure maximum issue resolutions within committed SLAs
• Field and document incoming issues, coordinate resolution with the team, and capture clear resolution notes for future reference.
• In collaboration with team members and leadership, implement and iterate on enterprise level support processes, procedures, and documentation
• Work closely with engineering teams to triage software/application issues affecting Veterans (ex: a feature behaving unexpectedly in production, a deployment or CI/CD pipeline failure, or a defect surfaced through a support ticket), reproducing and documenting the problem and creating clear, actionable tickets that help engineers diagnose and resolve it efficiently.
• Build a support and triage work stream that supports our application's end users and informs how to triage across the larger ecosystem
• Monitor and report on key production support metrics to track operational stability and identify actionable insights to drive continuous improvement
• Provide leadership within this work stream, going beyond ticket processing to shape the direction of help desk operations
• Communicate issues and resolutions clearly and succinctly across all levels of the organization, using standardized language and terms
• We expect the responsibilities of this position to shift and grow organically over time, in response to considerations such as the unique strengths and interests of the selected candidate and other team members and an evolving understanding of the delivery environment.

Basic qualifications

• 8+ years of professional product support experience
  • A relevant Associate's degree will count toward 2 years of experience. A relevant Bachelor's degree will count toward 4 years of experience. A relevant Master's Degree will count toward 6 years of experience.
• Experience collaborating with engineering teams to triage production issues, reproduce and document defects, and create clear, detailed tickets that support efficient diagnosis and resolution of bugs.
• Enough technical literacy to investigate issues independently (comfortable reading logs, navigating systems and APIs, and understanding how software components fit together) without needing to write production code.
• Experience designing or improving processes for triaging and escalating software issues between end users and engineering teams
• Excellent written and verbal communication skills, with a strong preference for clarity and concision
• A high degree of situational awareness
• Strong customer service orientation
• Has lived and worked in the United States for 3 out of the last 5 years
• Some of our clients may request or require travel from time to time. If this is a concern for you, we encourage you to apply and discuss it with us at your initial interview

Additional desired qualifications

• Experience working with government agencies, especially VA
• Familiarity with the US Web Design System
• Engineering background
• You are a U.S. Veteran. As a service-disabled veteran-owned small business, we recognize the transition to civilian life can be tricky, and welcome and encourage Veterans to apply

At Agile Six, we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. Even if you don't meet every requirement, we encourage you to apply. We're eager to meet people who believe in our mission and who can contribute to our team in a variety of ways.
Salary and Sixer Benefits

As a small organization and government contractor, the roles we hire for depend on the contracts we hold and the funding available. Salaries at Agile Six are tied to predefined peer groups based on the staffing plans we sell to clients. People in the same peer group are paid within 2.5% of the peer group's salary mean, even when their project work differs.

We post fixed, non-negotiable salaries so that you know what to expect, and to remove the bias and inequity that often show up in salary negotiations. We also periodically raise the salary of all Sixers to keep pace with market conditions.

For more information about our Pay and Equity practices, please contact our Recruitment team.

The salary for this position is $132,316.

Our benefits are designed to reinforce our core values of Wholeness, Self Management and Inclusion. The following benefits are available to all employees. We respect that only you know what balance means for your life and season. While we offer support from coaches, we expect you to own your wholeness, show up for work whole, and go home to your family the same. You will be seen, heard and valued. We expect you to offer the same for your colleagues, be kind (not controlling), be caring (not directive) and ready to participate in a state of flow. We mean it when we say " We build better by putting people first".

All Sixers Enjoy:

• Self-managed work/life balance and flexibility
• Competitive salary
• Employee Stock Ownership (ESOP) for all employees!
• 401K matching
• Medical, dental, and vision insurance
• Employer paid short and long term disability insurance
• Employer paid life insurance
• Self-managed and generous paid time off
• Paid federal holidays and two floating holidays
• Paid parental leave
• Self-managed professional development spending
• Self-managed wellness days

Hiring practices

Agile Six is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor protected by applicable federal, state or local laws.

Note: We participate in E-Verify. Upon hire, we will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Unfortunately, we are unable to sponsor visas at this time.

If you need assistance or reasonable accommodation in applying for any of these positions, please reach out to View email address on click.appcast.io. We want to ensure you have the ability to apply for any position at Agile Six.

Please read and respond to the application questions carefully. Interviews are conducted on a rolling basis until the position has been filled.