Agile Six Applications - Product Support Specialist
Requirements
• 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 • Eagerness to grow one's AI skills and leverage AI where appropriate to improve outcomes • 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 • 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.
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.
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”. • 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! • 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 • Hiring practices
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT