Customer Support Specialist with Security Clearance
The Customer Support Specialist provides Tier 1 technical support for Confidential Client's sovereign and classified cloud environments within a secure government enclave. This role manages customer cases end-to-end using ServiceNow, coordinates with engineering and operations teams for issue resolution, and ensures timely communication and incident management across extended shifts. The position requires an active TS/SCI clearance with polygraph and strong expertise in IT service management within SLA-driven environments.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Position summary
Customer Support Specialist with Security Clearance — Hampton Roads, VA. Confidential Client is seeking a hands-on technical Customer Support Specialist to provide Tier‑1 support for sovereign and classified cloud environments, primarily focused on Google Distributed Cloud (GDC) air‑gapped environments. This role is part of a 24/7/365 frontline operations team delivering SLA-driven case management and customer communications for government customers.
What you’ll do
The Customer Support Specialist will deliver rapid, professional technical support and own ServiceNow cases from intake through resolution. Responsibilities include:
- Provide frontline technical support via ServiceNow, email, and phone; analyze reported issues and assess operational impact.
- Meet SLA response and follow‑up targets (e.g., 15‑minute FMR for critical P0/P1; 2‑hour for P2; 4‑hour for P3/P4 during business hours).
- Maintain end‑to‑end case ownership in ServiceNow, including clear status updates, incident‑report drafts, and documented next steps.
- Prepare and distribute maintenance, outage, and change‑window communications (peer review and approval required prior to release).
- Coordinate technical triage with Systems Engineers and escalate to Senior Operations Leads or Google engineering as needed.
- Coordinate with Program Management and Technical Account Managers on open cases and government deliverables.
- Perform clear shift handoffs and maintain continuity across coverage windows; accept active cases promptly.
- Support extended coverage across an approximate 16+ hour daily window (early morning through late evening) and participate in weekend/holiday rotations as required.
- Monitor trends and recurring issues and recommend process improvements to increase service quality and efficiency.
- Other duties as assigned.
Minimum qualifications
To be considered, candidates must meet the following minimum requirements:
- 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.
- Active TS/SCI clearance with Full‑Scope Polygraph.
- Ability to successfully complete the client’s extended workforce onboarding, badging, required security/cyber training, background checks, and drug screening.
- Solid written and verbal communication skills for clear customer updates, incident reports, and operational communications.
- Foundational knowledge of cloud and networking concepts sufficient for initial intake and triage.
Preferred qualifications
- Bachelor’s degree in a technical field or equivalent military/industry experience.
- Prior experience operating in classified SCIF environments or handling sensitive/classified data.
- Prior experience supporting Google Cloud, Google Distributed Cloud (GDC), or air‑gapped cloud products.
- ITIL v4 certification or equivalent ITSM training.
Knowledge, skills & abilities
- Strong organization, attention to detail, and time management to meet SLA commitments and maintain clean case records.
- Ability to analyze case data and identify trends to recommend operational improvements.
- Comfortable collaborating with technical engineers, operations leads, and customer‑facing teams.
- Ability to protect sensitive and classified information and follow strict security and data‑handling procedures.
- Reliable shift availability and responsiveness (must maintain on‑shift reachability and respond to urgent operational inquiries within specified timeframes).
Work environment & schedule
- On‑site role in Hampton Roads, VA, supporting government cloud operations.
- Coverage model requires support across extended daily windows and occasional weekend/holiday shifts.
- Must be eligible to maintain required security clearance and comply with all client and government security policies.
Why join
Confidential Client provides structured professional development, competitive compensation, and opportunity to work on high‑impact government cloud programs. You’ll join a mission‑driven operations team supporting sovereign and classified cloud infrastructure, with clear career pathways and technical growth opportunities.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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