Tier 2 Customer Support Lead

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

The Tier 2 Customer Support Lead will: 

• 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

Clearance Requirement 

Must hold an active Secret clearance, supported by a Tier 3 background investigation. 

Education (Required) 

Bachelor’s degree in Communications, Information Technology, Digital Services, Customer Experience, or a related field. 

Experience (Required) 

• 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. 

Technical Knowledge (Required) 

• 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. 

Technical Knowledge (Preferred) 

• Experience with ITIL processes, especially incident, problem, and knowledge management. 

• Familiarity with digital analytics tools used to assess user behavior or service trends. 

• Experience supporting DoD, federal, or enterprise-scale digital environments. 

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.