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Remote Tier 2 Support Jobs in Silver Spring, MD (NOW HIRING)

Hirekeyz Inc

DevSecOps Engineer

Washington, DC · Remote

Remote / Washington, DC (Remote Flexibility Available) Clearance: Ability to obtain MBI (Tier 2) clearance required We are seeking a highly skilled DevSecOps Engineer - Pipeline to support the ...

System One

ISE Engineer

Merrifield, VA · Remote

$107K - $146K/yr

Cisco ISE NAC Engineer Location: remote Pay rate: open to both W2 and established 1099's Position ... Solid troubleshooting skills with Tier 2/3 support, change management, and documentation.

System One

ISE Engineer

Merrifield, VA · Remote

$107K - $146K/yr

Cisco ISE NAC Engineer Location: remote Pay rate: open to both W2 and established 1099's Position ... Solid troubleshooting skills with Tier 2/3 support, change management, and documentation.

System One

ISE Engineer

Merrifield, VA · Remote

$107K - $146K/yr

Cisco ISE NAC Engineer Location: remote Pay rate: open to both W2 and established 1099's Position ... Solid troubleshooting skills with Tier 2/3 support, change management, and documentation.

Valiant Solutions, LLC

SOC Manager

Washington, DC · On-site +1

This role directs Tier 1, Tier 2, and Tier 3 analysts across a 24x7x365 coverage model, sets the ... Remote work requires a high level of trust in our employees, and we strictly adhere to the details ...

System One

ISE Engineer

Merrifield, VA · Remote

$107K - $146K/yr

Cisco ISE NAC Engineer Location: remote Pay rate: open to both W2 and established 1099's Position ... Solid troubleshooting skills with Tier 2/3 support, change management, and documentation.

Maximus

Junior Telecoms Engineer

VA · On-site +1

This is a remote position. Maximus is a trusted federal partner supporting mission-critical ... and Tier 2 incident triage, troubleshooting, and service restoration activities for ...

ResolveSoft Inc

Be Seen First

Production Support Specialist

Washington, DC · Remote

$65K - $70K/yr

Tier 2 for programs with their own Tier 1. • Coordinate and manage Tier 3 support escalations between internal teams, external stakeholders, and technical staff. • Monitor and tune system ...

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Remote Tier 2 Support information

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How much do remote tier 2 support jobs pay per hour?

As of Jul 17, 2026, the average hourly pay for remote tier 2 support in Silver Spring, MD is $26.93, according to ZipRecruiter salary data. Most workers in this role earn between $19.90 and $29.33 per hour, depending on experience, location, and employer.

How do Remote Tier 2 Support professionals typically collaborate with Tier 1 and Tier 3 teams to resolve complex technical issues?

Remote Tier 2 Support professionals often act as a bridge between Tier 1 (frontline) and Tier 3 (advanced) support teams. They routinely communicate with Tier 1 to gather detailed information about reported issues and may provide guidance or documentation to help resolve recurring problems at the initial stage. For more complex cases, Tier 2 escalates issues to Tier 3 while ensuring all relevant troubleshooting steps and findings are thoroughly documented. Regular virtual meetings, ticketing systems, and chat platforms are commonly used to maintain efficient collaboration and knowledge sharing across support levels.

What are the key skills and qualifications needed to thrive as a Remote Tier 2 Support specialist, and why are they important?

To thrive as a Remote Tier 2 Support specialist, you need a solid understanding of troubleshooting, networking, and operating system concepts, typically backed by experience in IT support and relevant certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate. Familiarity with ticketing systems (such as Zendesk or ServiceNow), remote desktop tools, and diagnostic utilities is essential for resolving complex technical issues. Strong communication, patience, and problem-solving abilities help you effectively assist users and collaborate with both customers and team members. These competencies ensure efficient resolution of escalated issues and maintain high levels of user satisfaction in a remote work environment.

What are Remote Tier 2 Support roles?

Remote Tier 2 Support roles involve providing advanced technical assistance to customers or users who are experiencing issues that cannot be resolved by Tier 1 support teams. These professionals typically work from a remote location, using tools such as email, chat, or remote desktop software to diagnose and troubleshoot complex problems. Tier 2 support staff often escalate critical issues to higher-level teams if needed, and may also document solutions, contribute to knowledge bases, and assist in training lower-tier support agents. Strong troubleshooting skills, technical knowledge, and effective communication are important for success in this role.
What are the most commonly searched types of Tier 2 Support jobs in Silver Spring, MD? The most popular types of Tier 2 Support jobs in Silver Spring, MD are:
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What cities near Silver Spring, MD are hiring for Remote Tier 2 Support jobs? Cities near Silver Spring, MD with the most Remote Tier 2 Support job openings:
Remote Tier 2 Support jobs near you
Support Specialist

Support Specialist

VivSoft Technologies LLC

Herndon, VA • On-site, Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 14 days ago

Job description

Title: Support Specialist
Location: Remote
Clearance: Secret
Type: Full-time, W2About VivSoft
We are a mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience. We are a diverse team of innovators focused on creating open, scalable, and automated solutions that drive digital transformation in federal space. Our work culture fosters collaboration, creativity, and continuous learning.Job Summary
Provides advanced Tier III application and operational support for mission-critical federal personnel vetting and security management systems. Responsible for troubleshooting complex application issues, supporting production operations, resolving escalated incidents, monitoring system performance, coordinating releases, and ensuring systems remain available, secure, and compliant.Key Responsibilities
  • Provide Tier 3 escalation support for production incidents, service disruptions, and complex user-reported issues affecting mission-critical personnel vetting systems.
  • Monitor system performance and operational health during Government-defined operational hours (0800-2000 ET, M-F).
  • Detect, report, resolve, and perform root-cause analysis for outages and performance degradation events.
  • Manage and respond to support mailbox inquiries within 1 business day; resolve tickets in accordance with SLAs (Level 1: 24hrs, Level 2: 48hrs, Level 3: 10 business days).
  • Maintain on-call availability for after-hours emergencies 24x7x365 via VPN or on-site as required.
  • Coordinate with Tier 2 and infrastructure/application teams on escalated issues; provide information to enable timely Government decisions.
  • Administer user accounts and groups; ensure timely completion of access and interface actions per SLAs.
  • Maintain and update escalation rosters, on-call duty rosters (submitted weekly to senior duty officer), and operational SOPs.
  • Support system patching, IAVA compliance, STIG activities, and continuous monitoring tasks under engineering direction.
  • Contribute to incident, problem, and service disruption management using Agile practices to prioritize critical work.
Qualifications, Skills & Certifications
  • Demonstrated experience at Tier 2 or Tier 3 support level for complex software applications.
  • 3-5 years of IT operations or technical support experience in a federal or enterprise environment.
  • Familiarity with ITSM/ticketing systems and SLA-driven support operations.
  • Ability to perform and document root-cause analysis for application and infrastructure incidents.
  • Experience supporting cloud-hosted (AWS or similar) applications.
  • Active DoD Secret clearance; must be a U.S. Person; availability for 24x7 on-call rotation.
  • ITIL Foundation certification or equivalent service management background.
  • DoD 8140/8570 baseline certification (Security+).
  • Experience with AWS GovCloud operational monitoring tools (CloudWatch, GuardDuty, etc.).
  • Familiarity with federal personnel security or vetting systems.
  • Experience managing user accounts and access controls in a federal environment.
Benefits
  • Comprehensive Medical, Dental, and Vision Plans (Healthcare benefits are 100% employer-paid for employees only)
  • Life Insurance
  • Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)
  • 401K Retirement Plan with employer match
  • Professional Development Training Reimbursement

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