[Hiring] Tier 2 Customer Support Lead @DecisionPoint | Cortek

Role Description

DecisionPoint seeks a Tier 2 Customer Support Lead to oversee all mid-level customer support operations across a large-scale federal and DoD-aligned digital ecosystem. This role ensures that all Tier 2 troubleshooting, escalations, and resolutions are timely, accurate, and aligned with enterprise brand, service standards, and user experience expectations. The Tier 2 Customer Support Lead provides hands-on technical support, leads day-to-day queue management, coordinates with engineering and cybersecurity teams for escalated issues, and ensures Tier 2 operations deliver high-quality, customer-focused service. This position is fully remote.

Duties & Responsibilities

• Oversee daily Tier 2 support operations, ensuring consistent, high-quality user support across digital platforms.
• Lead troubleshooting for escalated technical issues, including user access, system errors, permissions, and platform behavior.
• Coordinate complex issue resolution with engineering, cloud, cybersecurity, and product teams.
• Ensure timely and accurate responses to user issues, aligned with brand tone and service expectations.
• Manage Tier 2 queues, prioritizing cases based on urgency, impact, and mission requirements.
• Review and improve workflows, SOPs, and escalation procedures.
• Train and mentor Tier 2 specialists, ensuring knowledge consistency and skills growth.
• Perform root cause analysis and recommend system or workflow improvements.
• Support incident response activities related to service outages or degraded performance.
• Ensure documentation of troubleshooting steps, resolutions, and recurring issue trends.
• Collaborate with analytics and reporting teams to track KPIs, SLAs, and customer satisfaction metrics.
• Contribute to knowledge base updates, technical guides, and user support documentation.

Qualifications

• Must hold an active Secret clearance, supported by a Tier 3 background investigation.
• Bachelor’s degree in Communications, Information Technology, Digital Services, Customer Experience, or a related field.
• Minimum 5 years of experience in customer support, technical support, service desk, or digital service operations.
• Experience supporting Tier 2 or mid-level technical troubleshooting in an enterprise environment.
• Experience coordinating with engineering teams on escalated technical issues.
• Experience managing user communications and documentation with clarity and professionalism.
• Strong understanding of ticketing systems, escalation workflows, and service desk best practices.
• Experience troubleshooting access, permissions, platform errors, and user-facing system behavior.
• Knowledge of digital platform functions, content systems, or cloud-hosted applications.
• Experience with ITIL processes, especially incident, problem, and knowledge management (preferred).
• Familiarity with digital analytics tools used to assess user behavior or service trends (preferred).
• Experience supporting DoD, federal, or enterprise-scale digital environments (preferred).

Skills

• Strong customer service and communication skills with the ability to tailor explanations to both technical and non-technical audiences.
• Excellent problem-solving skills with attention to detail and accuracy.
• Ability to lead and mentor support staff in a fast-paced, mission-focused environment.
• Strong organizational and queue management skills.
• Ability to work collaboratively across technical and non-technical teams.