AdaptiveStack Technologies, Inc. seeks an experienced Technical Support Engineer (Tier 3) to handle the most complex technical escalations for a critical federal digital experience modernization initiative. This role serves as a senior technical specialist responsible for resolving advanced system-level issues while supporting platform integrations for Veterans, family members, and beneficiaries.
As a Technical Support Engineer (Tier 3), you will be the final escalation point for complex technical issues across VA.gov and mobile applications, requiring deep system analysis and advanced troubleshooting capabilities. This role requires expertise in enterprise platform integrations between Jira Service Management (JSM), ServiceNow, and Salesforce, along with the ability to investigate system-level problems involving the Enterprise Veterans Self-Service (EVSS) portal, Identity and Access Management (IAM), and multi-system coordination. You’ll work directly with VA technical teams and development groups to resolve the most challenging issues while contributing to system integration efforts that improve overall support capabilities for our nation’s Veterans.
Key Responsibilities
- Resolve complex Tier 3 technical issues, including EVSS, IAM, and system integration problems, requiring advanced troubleshooting and root cause analysis.
- Investigate system-level issues involving VA.gov, mobile applications, and backend services with coordination across multiple VA technical teams.
- Support and maintain integrations between Jira Service Management (JSM), ServiceNow, and Salesforce platforms, including API troubleshooting and workflow optimization.
- Collaborate with OCTO Veteran Facing Systems (VFS) teams to research and investigate technically complex issues requiring code-level analysis.
- Perform advanced diagnostics on identity and access management problems involving Login.gov, ID.me, and PIV/CAC authentication systems.
- Conduct technical analysis of recurring issues and provide recommendations for systemic improvements to development teams.
- Document complex technical solutions and create knowledge base articles for future reference and team training.
- Participate in incident response for critical system outages, security events, and emergency escalations affecting Veteran services.
- Work with external technical teams and vendors to coordinate resolving issues spanning multiple systems and organizations.
- Provide technical expertise for integration projects, including API development, data mapping, and system configuration.
- Mentor Tier 2 Support Specialists on advanced troubleshooting techniques and technical problem-solving methodologies.
Required Experience and Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or related technical field
- 5+ years of technical support experience with a focus on enterprise system troubleshooting and integration support
- 3+ years hands-on experience with system integrations involving APIs, data mapping, and enterprise platform connectivity
- Demonstrated expertise with Jira Service Management, ServiceNow, and Salesforce platforms, including administration and troubleshooting
- Strong programming or scripting experience (JavaScript, Python, Java, or similar) for API troubleshooting and automation
- Experience with identity and access management systems, particularly in government environments with PKI, PIV/CAC, and SAML/OAuth protocols
- Knowledge of web technologies, database systems, and cloud platforms (AWS preferred) for system-level troubleshooting
- Understanding of federal security frameworks and compliance requirements for handling sensitive government data
- Excellent analytical and problem-solving skills with the ability to diagnose complex multi-system issues
- Strong documentation skills and the ability to create technical guides and troubleshooting procedures
Preferred Experience and Certifications
Technical Certifications:
- Jira Service Management Administrator or Data Center certification
- ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist
- Salesforce Platform Developer I or System Administrator certification
- AWS Solutions Architect Associate or equivalent cloud platform certification
- CompTIA Security+ or equivalent cybersecurity certification
- ITIL Expert or Strategic Leader certification
Specialized Experience:
- 2+ years of direct experience with VA.gov architecture, EVSS systems, or VA identity management platforms
- Experience with government PKI infrastructure and federal identity credential systems (Login.gov, ID.me)
- Background in healthcare IT systems, HIPAA compliance, and Protected Health Information (PHI) handling
- Experience with API development, REST/SOAP services, and enterprise integration patterns (ESB, middleware)
- Knowledge of database administration (Oracle, PostgreSQL, SQL Server) and performance troubleshooting
- Understanding of DevOps practices, CI/CD pipelines, and automated testing in government environments
- Experience with monitoring and observability tools (Splunk, New Relic, DataDog) for system analysis
- Background in incident management, post-mortem analysis, and technical documentation for government stakeholders
Advanced Technical Skills:
- Experience with enterprise architecture patterns and microservices troubleshooting
- Knowledge of network protocols, load balancing, and distributed system debugging
- Understanding of federal compliance frameworks (NIST, FedRAMP, VA-specific security controls)
- Experience with version control systems (Git), code review processes, and technical collaboration tools
- Ability to read and debug application code for root cause analysis and issue resolution
About AdaptiveStack Technologies, Inc.
AdaptiveStack Technologies, Inc. is a Woman-Owned Small Business (WOSB) specializing in digital transformation and customer experience solutions for federal agencies. We combine deep technical expertise with proven government, commercial, and federal contracting experience to deliver mission-critical solutions that improve outcomes for Veterans and their families. Our team is committed to applying Human-Centered Design and DevSecOps principles and agile methodologies to create seamless digital experiences in complex government environments.
AdaptiveStack Technologies, Inc. is an Equal Opportunity Employer committed to workplace diversity and inclusion.
Job Type: Full-time
Pay: $45.00 - $50.00 per hour
Expected hours: 40 per week
Schedule:
Experience:
- APIs, Data Mapping: 3 years (Preferred)
- Jira service management: 3 years (Preferred)
- ServiceNow & Salesforce: 3 years (Preferred)
License/Certification:
- Certified Systems Administrator (Preferred)
- ITIL Certification (Preferred)
- CompTIA Security+ (Preferred)
Security clearance:
Work Location: Remot
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