Customer Support III

Wilcore believes that the best products are built when companies understand and value the things they are working on. We value learning and growth and the ability to make a big impact at a small company. We believe that we can make big changes happen and improve the daily lives of millions of people by bringing quality software to the federal space.

We are hiring a Customer Support III to help manage, expand and oversee our rapidly growing portfolio of federal contracts.

What you'll be doing:

You’ll serve as a Tier III escalation point, resolving complex, high-impact support cases that require deep technical investigation and cross-team collaboration. You’ll work closely with engineering, product, and data teams to identify root causes, resolve systemic issues, and influence long-term improvements. In addition to case resolution, you’ll contribute to trend analysis, process documentation, and reporting using tools like Medallia, DOMO, and BigQuery. Your role is both tactical and strategic—helping ensure each Veteran receives timely, respectful, and technically sound support.

What you’ll bring:

• 3+ years of experience in customer support, technical support, or service operations
• Strong understanding of web-based platforms, identity verification tools, and data flows
• Experience using data reporting and analytics tools (e.g., DOMO, BigQuery, PowerBI)
• Familiarity with Microsoft Dynamics, APIs, and case management workflows
• High empathy, patience, and a customer-first mindset—especially working with Veterans
• Experience working in Agile development environments.
• Performs other related duties as assigned.

Preferred Qualifications: 

• Experience with VA systems or related federal data (e.g., DEERS, MPI)
• Security+ or similar cybersecurity certification
• Exposure to AI/ML-assisted support workflows
• Familiarity with human-centered design principles

Requirements:

•       Must be a US Citizen and able to work domestically
•       Must be able to attain low-level security clearance

Education:

•       Bachelor’s degree

Benefits:

•       Fully remote
•       Annual stipend
•       Comprehensive Benefits Package
•       Company Match 401(k) plan
•       Flexible PTO, Paid Holidays

Wilcore is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact an Wilcore HR representative to request such an accommodation by emailing [email protected]

Compensation:

At Wilcore, 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: $80,000 – $120,000