Customer Support III

Wilcore 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 hiring a Customer Support Specialist III to help manage, expand and oversee our rapidly growing portfolio of federal contracts.

What you'll be doing:

As a Customer Support Specialist III, you’ll provide responsive, empathetic support to Veterans & users accessing VA digital services, helping resolve issues related to account access, authentication (e.g., Login.gov, ID.me), and system navigation. You’ll troubleshoot user problems, document cases clearly in support platforms like Zendesk or Jira, and escalate complex issues to engineering or Tier 3 teams when needed. You’ll also contribute to maintaining internal knowledge bases and external help resources, while collaborating with teammates to improve support workflows and ensure a consistent, Veteran-centered experience.

What you’ll bring:

• 3+ years of experience in technical/customer support in government, healthcare, or large-scale digital services
• Experience troubleshooting across authentication systems, APIs, web portals, and mobile apps (experience with ID.me or Login.gov is a plus)
• Familiarity with ticketing/support platforms (like Zendesk, ServiceNow, or Jira) and documentation tools (Confluence, SharePoint)
• Basic understanding of cloud-based infrastructure, CI/CD pipelines, monitoring/observability (e.g., Datadog, Sentry)
• Excellent written and verbal communication skills; ability to support users with varying technical backgrounds
• Strong problem-solving aptitude, attention to detail, and ability to troubleshoot under pressure
• High empathy, patience, and a customer-first mindset—especially working with Veterans
• Experience working in Agile development environments.
• Performs other related duties as assigned.

Requirements:

•       Must be a US Citizen and able to work domestically
•       Must be able to attain low-level security clearance

Education:

•       Bachelor’s degree

Benefits:

•       Fully remote
•       Annual stipend
•       Comprehensive Benefits Package
•       Company Match 401(k) plan
•       Flexible PTO, Paid Holidays

Wilcore 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 Wilcore HR representative to request such an accommodation by emailing [email protected]

Compensation:

At Wilcore, 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: $80,000 – $120,000