Customer Support Specialist III

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. Requirements include 3+ years of experience in technical/customer support, experience troubleshooting across authentication systems, APIs, web portals, and mobile apps, familiarity with ticketing/support platforms, and excellent communication skills. Must be a US Citizen and able to attain low-level security clearance. Bachelor’s degree required.