[Hiring] Customer Support Specialist @Chenega MIOS

Role Description

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 USG2 Department of Defense 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.

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.
• Possess and maintain an active DoD 8140/IAT Level II qualifying certification.
• 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 clearance with SCI eligibility.
• Successfully pass background and drug screening.

Preferred Qualifications

• Bachelor’s degree in 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.

Benefits

• Broad range of benefits offered to team members.
• Opportunities for professional development and skill sharpening.
• Supportive culture encouraging team members to do their best work.
• Well-being programs to maintain a healthy and happy work environment.