This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a Tier 2 Support Specialist to support the VA Enterprise Notifications team in the operation and administration of the VA Notify and VEText platforms. In this role, you’ll help maintain reliable communication services used across the enterprise by providing user support, troubleshooting platform issues, and assisting Agile delivery teams with operational workflows. You’ll work closely with engineers, product teams, and VA stakeholders to resolve requests, support platform users, and help ensure stable day-to-day operations within a secure federal environment. - Provide Tier 2 platform support, including troubleshooting access, configuration, and messaging workflow issues - Triage incoming requests and incidents, escalating technical problems to engineering teams as needed - Support Agile delivery teams by tracking tickets, documenting resolutions, and assisting with release readiness activities - Maintain clear documentation, FAQs, and runbooks to improve support efficiency and user experience - Assist with platform administration tasks such as user onboarding, permissions updates, and environment checks - Collaborate with product owners and stakeholders to clarify support needs and identify recurring issues Qualifications - 5+ years of experience providing technical or application support in a helpdesk, operations, or platform support role - Strong communication skills and ability to assist both technical and non-technical users - Familiarity with ticketing systems and basic troubleshooting across web applications or SaaS platforms - Ability to work within Agile teams and support iterative delivery environments - Comfort operating in a regulated or federal environment with structured processes and documentation expectations - Performs other related duties as assigned Requirements - Applicants must be authorized to work in the United States. - In alignment with federal contract requirements, certain roles may also require U.S. citizenship and the ability to obtain and maintain a federal background investigation and/or a security clearance. - Bachelor’s Degree or equivalent work experience Benefits - Fully remote - Tech & Education Stipend - Comprehensive Benefits Package - Company Match 401(k) plan - Flexible PTO, Paid Holidays Compensation At Oddball, it’s important each employee is compensated competitively and fairly. In alignment with state legal requirements, a range for the included position is listed below. Be advised, actual offer details are determined by job category, job location, and candidate skill level. United States Wage Range: $50,000 - $85,000

• Investigate and troubleshoot complex technical issues across the Synthesia platform • Apply fixes, configuration changes, or validated workarounds where possible • Escalate to Engineering with clear diagnostic details and impact assessments • Reproduce reported issues in internal environments to identify root causes • Analyse logs, data, and customer configurations to support investigations • Validate fixes or patches and confirm resolution with the customer • Document findings, solutions, and technical procedures for future reference • Collaborate with Product and Engineering teams to report bugs and suggest improvements

The AI orchestration of your wildest imagination. n8n is the open workflow orchestration platform built for the new era of AI. We give technical teams the freedom of code with the speed of no-code, so they can automate faster, smarter, and without limits. Backed by a fiercely inventive community and 500+ builder-approved integrations, we’re changing the way people bring systems together and scale ideas for impact. Since our founding in 2019, we’ve grown into a diverse team of over 220 - working across Europe and the US, connected by a shared builder spirit and with our centre of gravity in Berlin. Along the way, we’ve: - Cultivated a community of more than 650,000 active developers and builders - Earned 145k+ GitHub stars, making us one of the world’s Top 40 most popular projects - Been ranked as one of Europe’s most promising privately held SaaS startups (4th in Sifted’s 2025 B2B SaaS Rising 100) - Raised $240m to date, from Sequoia’s first German seed to our recent $180m Series C - bringing us to a $2.5bn valuation That’s the company we’ve built. Now we’d love to see what you can build. If you’re applying, try n8n out - whether you’re technical or not - and share a screenshot of your first workflow with us. The easiest place to start is here: app.n8n.cloud/register. We’re in a defining moment of an incredible journey. Come and build with us. We’re building a Tier 2 Support team to provide deep technical expertise on escalations and deliver specialized troubleshooting for Enterprise Standard customers. In this role, you’ll be the bridge between Product Support and Engineering — ensuring complex issues are resolved quickly and reliably. By investigating technical challenges, creating playbooks, and improving documentation and tooling, you’ll close the gap between scale and high-touch support while raising the bar for customer experience. Here’s how you’ll make an impact in this role: Escalation Management - Handle escalations from Product Support, providing advanced technical assistance - Investigate, reproduce, and resolve complex technical issues across n8n’s ecosystem - Partner with Enterprise Support when handling issues impacting higher-value accounts Technical Troubleshooting & Collaboration - Support Enterprise Standard customers by balancing procedural troubleshooting with customized solutions - Collaborate with Engineering and Product teams to report, triage, and resolve product issues - Suggest workflow and tooling improvements to increase resolution efficiency Knowledge & Enablement - Document troubleshooting steps and build internal playbooks for recurring escalations - Improve knowledge bases and enable Tier 1 Support with better documentation - Serve as a technical mentor to Product Support Engineers where needed Requirements Must-have - Technical Support Expertise: You have 3+ years in technical support, solutions engineering, or similar roles - n8n Experience: You have hands-on experience building and debugging n8n workflows in production environments - APIs & Integrations: You’re comfortable debugging APIs, webhooks, authentication, and data flows - Cloud & Infrastructure: You’re familiar with AWS, GCP, or Azure and have basic Linux fundamentals for troubleshooting - Containerization: You can work with Docker or Kubernetes to deploy and debug automation environments - Networking & Databases: You understand networking basics (DNS, SSL/TLS, HTTP/HTTPS) and PostgreSQL troubleshooting - Communication: You explain technical issues clearly and document troubleshooting steps effectively Nice-to-have - Workflow Automation: Experience with platforms like Zapier, Make, or Airflow - Observability: Familiarity with tools like Grafana, Prometheus, Datadog, OpenTelemetry, or Sentry - Authentication Protocols: Knowledge of OAuth2, OIDC, SAML, or JWT flows - Knowledge Sharing: You’ve contributed to playbooks, internal tooling, or support documentation - On-call Readiness: Comfort participating in structured escalation workflows and incident management processes Why join us? At n8n, your leadership will directly shape how we scale technical support, improve customer experience, and empower our teams to resolve complex issues independently. You’ll build and grow a high-impact Tier 2 function with visibility across Support, Product, and Engineering — and set the foundations for how we support thousands of users worldwide. You’ll join a fast-growing, remote-first startup backed by world-class investors, where autonomy, experimentation, and collaboration are part of everyday work. With clear career progression into Senior Support Manager or other leadership paths, this role offers both immediate impact and long-term growth. Sound like a challenge you’re excited to take on? Apply now — and help us build the future of automation. n8n is an equal opportunity employer and does not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status. We can sponsor visas to Germany; for any other country, you need to have existing right to work. Our company language is English. You care about diversity and inclusion? We do too! Check out our Diversity, Inclusion and Belonging initiatives at n8n (https://www.notion.so/n8n/Diversity-inclusion-and-belonging-n8n-c1bec2fff536422d868b1a438d990e35). Location disclaimer: If you see multiple job postings for the same role, it is most likely because we're hiring remotely for this role and posting in different locations to make sure every potential candidate can see the role. Please apply to the location you're the most likely to work from in the future. Benefits - Competitive compensation 💸 – We offer fair and attractive pay. - Ownership 💪 – Our core value is to “empower others,” and we mean it—you’ll get a slice of n8n with equity. - Work/life balance 🏖️ – We work hard but ensure you have time to recharge: - Europe: 30 days of vacation, plus public holidays wherever you are. - US: 15 vacation days, 8 sick days, plus public holidays wherever you are. - Health & wellness 🩺 – - Europe: We provide benefits according to local country norms.* - US: Multiple low-premium, low-deductible medical plans with coverage for individuals and families—plus a no-cost premium HDHP option with a pre-seeded HSA—along with dental and vision coverage. - Future planning 💰 – - Europe: We provide pension contributions according to local country norms.* - US: 401(k) retirement plan with a 4% employer match. - Financial security 🛡️ – - Europe: We provide benefits according to local country norms.* - US: Company-paid short-term and long-term disability insurance, plus life insurance to support you and your loved ones. - Career growth 📈 – We hire rising stars who grow with us! You’ll get €1K (or equivalent) per year to spend on courses, books, events, or coaching to level up your skills. - A passionate team 🤩 – We love our product, and we prove it with regular hackathons where we see who can build the coolest thing with it! - Remote-first 🌏 – Our team works remotely across Europe, with regular off-sites for team bonding. Some roles, like sales in the US, are hybrid—please check the job description. - Giving back 🤝 – We're big fans of open source, and you'll get $100 per month to support projects you care about. - AI enablement 🤖 – We believe in working smarter—everyone gets an unlimited AI budget to explore and use the best tools to boost productivity and creativity. - Transparency 🙏 – We all know what everyone’s working on, how the company is doing—the whole shebang. - An ambitious but kind culture 😍 – People love working here—our eNPS for 2024 is 94! * Country-specific details are provided in your contract.

Overview: GovCIO is currently hiring for a RES Help Desk Engineer to work first shift supporting the modernization effort of a legacy system within the Veteran Readiness & Employment Service within the Department of Veteran Affairs (VA). This position will be full-time and fully remote. The hours of the position are 7am to 4pm EST. Responsibilities: The RES Help Desk Engineer performs daily activities that are vital to the operation and support of Veteran Affairs for a new system acting as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to the new software/hardware. The Engineer will facilitate user adoption by conducting training, writing documentation, and ensuring system uptime through prompt, professional, and courteous technical support. - Resolution of help desk tickets received from the end users. - Interacting with end users in a professional manner. - Escalation of issues to VA (Veteran Affairs) stakeholders. - Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation. - Collaboration across entire project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released. - Generates help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination. - Work directly with the Project Manager, developers, Office of Information & Technology, and other government staff to maintain daily operations.  - Escalate issues to the Project Manager as needed.  - Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics. - Manage and track the suspended-user process.  - Provide support from 7 a.m. – 4 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays.  Qualifications -  Qualifications: Required Skills and Experience - Bachelor's degree with 2 - 5 years (or commensurate experience) - Proficiency in MS Word, Excel, and PowerPoint - Organized, self-directed, and able to work with minimal supervision·        - Strong understanding of help desk and ticketing system (ServiceNow) - Strong communication skills for professional interactions with end users and stakeholders - Customer-centric approach to resolve issues efficiently while maintaining user satisfaction - Ability to work with cross-functional teams, including project managers, developers, and IT staff - Dependability for providing support during designated hours, ensuring timely response and resolution - Minimum of 2 years of experience supporting public-facing helpdesk or equivalent - At least 5 years total professional experience  - Support & Training: Serve as the initial point of contact for end-users regarding the new system, providing support via phone, email, or in-person. Develop, maintain, and conduct training sessions and user manuals. - Troubleshooting & Diagnosis: Diagnose, troubleshoot, and resolve issues related to the new system, including software glitches, access problems, and integration issues. - Ticket Management: Log all inquiries in the ticketing system, tracking issues from initiation to resolution to identify recurring issues and improve system performance. - System Configuration & Maintenance: Assist with user account setup, permissions, and system configurations. Ensure the new system is properly updated. - Escalation: Escalate complex, unresolved issues to developers or tier 2 IT support with detailed documentation. - Documentation: Maintain up-to-date documentation on user procedures, FAQs, and system known-issues. - Technical Proficiency: Strong understanding of IT systems, troubleshooting protocols, and familiarity with [Insert System Type, e.g., Windows/macOS, cloud software, etc.]. - Communication: Excellent verbal and written communication skills to explain technical processes to non-technical users. - Problem-Solving: Strong analytical skills to diagnose issues. - Experience: Previous experience in a help desk or IT support role.  Clearance Required: - Ability to obtain and maintain a Suitability/Public Trust clearance.  Company Overview: GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens. But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?  What You Can Expect  Interview & Hiring Process If you are selected to move forward through the process, here’s what you can expect: - During the Interview Process - Virtual video interview conducted via video with the hiring manager and/or team - Camera must be on - A valid photo ID must be presented during each interview - During the Hiring Process - Enhanced Biometrics ID verification screening - Background check, to include: - Criminal history (past 7 years) - Verification of your highest level of education - Verification of your employment history (past 7 years), based on information provided in your application Employee Perks At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including: - Employee Assistance Program (EAP) - Corporate Discounts - Learning & Development platform, to include certification preparation content - Training, Education and Certification Assistance* - Referral Bonus Program - Internal Mobility Program - Pet Insurance - Flexible Work Environment *Available to full-time employees  Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.  We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.  Posted Pay Range The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors. Posted Salary Range: USD $60,000.00 - USD $68,000.00 /Yr.