Tier 2 Support Specialist

Oddball believes that the best products are built when companies understand and value the things they are working on. We value learning and growth and the ability to make a big impact at a small company. We believe that we can make big changes happen and improve the daily lives of millions of people by bringing quality software to the federal space. 

We are seeking a Tier 2 Support Specialist to support the VA Enterprise Notifications team in the operation and administration of the VA Notify and VEText platforms. In this role, you’ll help maintain reliable communication services used across the enterprise by providing user support, troubleshooting platform issues, and assisting Agile delivery teams with operational workflows. You’ll work closely with engineers, product teams, and VA stakeholders to resolve requests, support platform users, and help ensure stable day-to-day operations within a secure federal environment.

What you'll be doing:

• Provide Tier 2 platform support, including troubleshooting access, configuration, and messaging workflow issues
• Triage incoming requests and incidents, escalating technical problems to engineering teams as needed
• Support Agile delivery teams by tracking tickets, documenting resolutions, and assisting with release readiness activities
• Maintain clear documentation, FAQs, and runbooks to improve support efficiency and user experience
• Assist with platform administration tasks such as user onboarding, permissions updates, and environment checks
• Collaborate with product owners and stakeholders to clarify support needs and identify recurring issues

What you’ll bring:

• 5+ years of experience providing technical or application support in a helpdesk, operations, or platform support role
• Strong communication skills and ability to assist both technical and non-technical users
• Familiarity with ticketing systems and basic troubleshooting across web applications or SaaS platforms
• Ability to work within Agile teams and support iterative delivery environments
• Comfort operating in a regulated or federal environment with structured processes and documentation expectations

• Performs other related duties as assigned

Requirements:

• Applicants must be authorized to work in the United States. In alignment with federal contract requirements, certain roles may also require U.S. citizenship and the ability to obtain and maintain a federal background investigation and/or a security clearance.

Education:

• Bachelor’s Degree or equivalent work experience 

Benefits:

• Fully remote
• Tech & Education Stipend
• Comprehensive Benefits Package
• Company Match 401(k) plan
• Flexible PTO, Paid Holidays

Oddball is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact an Oddball HR representative to request such an accommodation by emailing [email protected]

Compensation:

At Oddball, it’s important each employee is compensated competitively and fairly. In alignment with state legal requirements. A range for the included position is listed below. Be advised, actual offer details are determined by job category, job location, and candidate skill level.

United States Wage Range: $50,000 - $85,000