Customer Support Specialist

Summary Customer Support Specialist Tysons Corner, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Astraeus Operations (AO) is an SBA-certified 8(a) Small Disadvantaged Business (SBD) subsidiary of the Chenega Corporation, an Alaska Native Corporation (ANC). We are a small business with large business capabilities due to our shared-services Program Management Office (PMO) structure. Through our ISO 9001:2015 certification, we can accomplish the full range of contract services including financial, human capital, recruiting, procurement, security, and technical resources to achieve contract mission requirements. As a result, our ‘small business – big capability’ dynamic benefits our clients through consistent communications and straight-lined workflows, ensuring our accountability to our clients for successful mission fulfillment. In plain terms, our clients gain a team that’s on the same page to achieve and support the client’s mission. We vigorously respond to clients’ requests without additional costs, delays, or inefficiencies that are often experienced with larger, more cumbersome organizations. AO is eligible for sole source, direct awards up to $100M for DOD and up to $25M for other federal agencies, without J&A. Astraeus is the easy button for a client wishing to take advantage of the rapid, agile, and flexible sole source procurement option. Combined with the shared PMO services, Astraeus offers highly competitive labor rates to fulfill day-to-day contract operations. The Customer Support Specialist provides on-site Tier 1 technical customer support for Google Public Sector’s (GPS) sovereign and classified cloud environments within the USG1 Intelligence Community enclave. Initial support focuses on Google Distributed Cloud (GDC) Air-Gapped, with scope designed to expand to current and future Google sovereign infrastructure, appliances, and air-gapped products. As part of a unified 24/7/365 frontline operations team, the specialist manages customer intake, priority-based response and follow-up timelines, maintenance and outage communications, and formal incident-report drafts while retaining end-to-end ServiceNow customer case ownership through resolution, including during Google engineering consults. The role partners with Systems Engineers for technical triage and mitigation, Senior Operations Leads for quality review and escalation coordination, and Google Program Management Office (PMO) and Technical Account Manager (TAM) teams for customer and operational alignment. Dedicated specialist coverage spans an extended two-shift window of 16+ hours per day, covering early morning through late evening customer hours. Responsibilities Provide frontline technical customer support through ServiceNow, email, and phone; independently analyze reported issues, assess operational impact and case priority, determine appropriate initial support actions, and provide customers with guidance on resolution paths and next steps. Meet applicable response and follow-up commitments, including 15-minute FMR for critical P0/P1 cases, 2-hour FMR for P2 (24/7), and 4-hour FMR for P3/P4 (business hours). Provide regular customer updates with a clear next-update date, time, and time zone. Own and independently manage customer cases through resolution, including during Google engineering consults; evaluate case status and available information, determine appropriate follow-on actions within established procedures, and provide customers with ongoing guidance regarding resolution status and next steps. Maintain case records, follow-on actions, and incident-report drafts; transfer ownership only with Google manager approval. Prepare maintenance, change-window, and outage communications with required peer review and Lead or Google approval before release; maintain the Service Health Dashboard as directed. Analyze customer-reported issues and available case information to determine appropriate support actions, identify when specialized technical consultation or escalation is required, and coordinate technical triage and mitigation with Systems Engineers, Senior Operations Leads, and Google engineering. Coordinate with Google PMO and TAM teams on open cases, maintenance, and government deliverables; analyze customer concerns and operational requirements, provide guidance regarding case status and support options, and communicate relevant meeting outcomes and action items through approved channels and data-handling practices. Provide clear shift handoffs, promptly accept incoming active cases, and maintain continuity of customer support and case ownership. Support assigned shifts within the continuous operations model, including weekends, holidays, and severe weather. Maintain phone and shift-channel reachability, respond to urgent Google operational inquiries within 15 minutes, and coordinate queue coverage. Analyze case trends, customer feedback, and recurring support issues to identify service-quality gaps and recommend improvements to customer support processes and workflows; support accreditation and COOP activities and evaluate workflow adaptations needed for new sovereign or classified products. Other duties as assigned. Qualifications 2+ years of experience in technical customer support, enterprise helpdesk, or IT Service Management (ITSM) in an SLA-driven environment. Strong hands-on experience with ServiceNow case management and issue tracking tools. Successfully complete Google’s extended workforce onboarding and badging process and maintain compliance with applicable government-contract requirements, including mandatory security and cyber training. Active TS/SCI clearance with Full Scope Polygraph. Successfully pass background and drug screening. Preferred Qualifications Bachelor’s degree in a technical field or equivalent military/industry experience. Prior experience operating in classified SCIF environments or handling sensitive or classified data. Prior experience supporting Google Cloud or Google Distributed Cloud (GDC). ITIL v4 certification. Knowledge, Skills and Abilities Foundational understanding of cloud and networking concepts to guide customers through initial intake and triage. Knowledge of technical customer support, IT Service Management (ITSM), and SLA-driven case management. Ability to independently manage customer cases through resolution using ServiceNow, analyze available case information, determine appropriate follow-on actions within established procedures, and coordinate engineering consultation when required. Strong written and verbal communication; ability to translate technical information into clear customer updates, service notices, and incident reports. Understanding of cloud services, networking, and air-gapped environments sufficient to analyze customer-reported issues, assess operational impact, provide informed customer guidance, and determine when specialized technical consultation is required. Strong organization, attention to detail, and time management to prioritize cases, meet response and follow-up commitments, and maintain clear shift handoffs. Ability to collaborate with technical, operations, and customer-facing teams and follow established review and escalation procedures. Ability to protect sensitive and classified information and follow security, access, and data-handling requirements. Ability to analyze case trends, customer feedback, and operational data to identify recurring issues and recommend improvements to customer support processes and service quality. Ability to support assigned shifts and continuity operations, maintain on-shift reachability, and adapt to new products and changing mission needs. How you’ll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands‑on experience in the global, fast-changing business world. From on‑the‑job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you. Chenega MIOS’s culture Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well‑being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives. Corporate citizenship Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill‑based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Chenega’s impact on the world. Chenega MIOS News- Tips from your Talent Acquisition Team We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links: Chenega MIOS web site - Glassdoor - LinkedIn - Facebook - #Astraeus Operations Estimated Salary/Wage USD $132,000.00/Yr. Up to USD $136,000.00/Yr. #J-18808-Ljbffr Chenega Corporation