Oddball

Customer Support III

Remote

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Government, Healthcare, Financial ServicesIndustries

Customer Support Specialist III

Employment Type: [Not Specified] Location Type: Fully Remote Salary: $80,000 – $120,000 (United States Wage Range)


Position Overview

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 Specialist III to help manage, expand, and oversee our rapidly growing portfolio of federal contracts.


Responsibilities

As a Customer Support Specialist III, you’ll:

  • Provide responsive, empathetic support to Veterans & users accessing VA digital services.
  • Help resolve issues related to account access, authentication (e.g., Login.gov, ID.me), and system navigation.
  • Troubleshoot user problems and document cases clearly in support platforms like Zendesk or Jira.
  • Escalate complex issues to engineering or Tier 3 teams when needed.
  • Contribute to maintaining internal knowledge bases and external help resources.
  • Collaborate with teammates to improve support workflows and ensure a consistent, Veteran-centered experience.
  • Perform other related duties as assigned.

Requirements

Experience

  • 3+ years of experience in technical/customer support in government, healthcare, or large-scale digital services.
  • Experience troubleshooting across authentication systems, APIs, web portals, and mobile apps (experience with ID.me or Login.gov is a plus).
  • Familiarity with ticketing/support platforms (like Zendesk, ServiceNow, or Jira) and documentation tools (Confluence, SharePoint).
  • Basic understanding of cloud-based infrastructure, CI/CD pipelines, monitoring/observability (e.g., Datadog, Sentry).
  • Experience working in Agile development environments.

Skills

  • Excellent written and verbal communication skills; ability to support users with varying technical backgrounds.
  • Strong problem-solving aptitude, attention to detail, and ability to troubleshoot under pressure.
  • High empathy, patience, and a customer-first mindset—especially working with Veterans.

Qualifications

  • Must be a US Citizen and able to work domestically.
  • Must be able to attain a 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

Company Information

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.

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 a Wilcore HR representative to request such an accommodation by emailing hr@wilcore.io.


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

Skills

Customer Support
Troubleshooting
Authentication Systems
APIs
Web Portals
Mobile Apps
Zendesk
Jira
Confluence
SharePoint
Cloud Infrastructure
CI/CD
Monitoring/Observability
Datadog
Sentry
Communication
Problem-Solving
Empathy
Patience

Oddball

Digital modernization for federal services

About Oddball

Oddball focuses on modernizing digital services for federal agencies, ensuring that these services are user-friendly and effective for citizens. Their approach involves creating software solutions that are tailored to the specific needs of both the public and the federal workforce. The company employs a team of skilled professionals, including developers and designers, who work collaboratively throughout the entire process, from the initial design phase to the final deployment of the software. Unlike many other digital agencies, Oddball emphasizes a human-centered design approach, which means they prioritize the needs and experiences of users in their solutions. The goal of Oddball is to enhance the efficiency and accessibility of federal services, ultimately improving the experience for citizens and the effectiveness of government operations.

Washington, District of ColumbiaHeadquarters
2015Year Founded
VENTURE_UNKNOWNCompany Stage
Government & Public Sector, Enterprise SoftwareIndustries
51-200Employees

Benefits

Remote Work Options
401(k) Company Match
Unlimited Paid Time Off
Paid Holidays

Risks

Competition from firms like Booz Allen Hamilton threatens Oddball's market share.
Maintaining remote-first culture may challenge team cohesion as Oddball scales.
Over-reliance on government contracts risks exposure to federal budget changes.

Differentiation

Oddball is a service-disabled veteran-owned small business (SDVOSB) with federal focus.
The company excels in human-centered design for government technology projects.
Oddball offers a remote-first workforce, enhancing flexibility and talent acquisition.

Upsides

Oddball secured growth investment from Falfurrias, boosting expansion potential.
Increased demand for remote-first solutions aligns with Oddball's operational model.
Government initiatives favoring veteran-owned businesses benefit Oddball's market position.

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