Job Description
Title: Support Specialist Location: Remote Clearance: Secret Type: Full-time, W2 About VivSoft We are a mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience. We are a diverse team of innovators focused on creating open, scalable, and automated solutions that drive digital transformation in federal space. Our work culture fosters collaboration, creativity, and continuous learning. Job Summary Provides advanced Tier III application and operational support for mission-critical federal personnel vetting and security management systems. Responsible for troubleshooting complex application issues, supporting production operations, resolving escalated incidents, monitoring system performance, coordinating releases, and ensuring systems remain available, secure, and compliant. Key Responsibilities Provide Tier 3 escalation support for production incidents, service disruptions, and complex user-reported issues affecting mission-critical personnel vetting systems. Monitor system performance and operational health during Government-defined operational hours (0800–2000 ET, M–F). Detect, report, resolve, and perform root-cause analysis for outages and performance degradation events. Manage and respond to support mailbox inquiries within 1 business day; resolve tickets in accordance with SLAs (Level 1: 24hrs, Level 2: 48hrs, Level 3: 10 business days). Maintain on-call availability for after-hours emergencies 24x7x365 via VPN or on-site as required. Coordinate with Tier 2 and infrastructure/application teams on escalated issues; provide information to enable timely Government decisions. Administer user accounts and groups; ensure timely completion of access and interface actions per SLAs. Maintain and update escalation rosters, on-call duty rosters (submitted weekly to senior duty officer), and operational SOPs. Support system patching, IAVA compliance, STIG activities, and continuous monitoring tasks under engineering
