We're a mission-focused software and services company that helps organizations tackle complex challenges through better collaboration, smarter decisions, and coordinated action at scale. With a global network of employees, partners, and customers, we work across the public and private sectors to turn opportunity into execution and measurable impact.

We build AI-powered capabilities that uncover hidden expertise, surface unmet needs, and align people, ideas, and resources into goal-oriented missions. Our work supports collective intelligence, decision support, innovation management, and network insight—enabling teams to move faster, prioritize effectively, and operate with clarity.

What sets us apart is our ability to combine advanced AI, deep domain expertise, and a hands-on, human-centered approach. We work alongside customer teams to design, launch, and scale programs that fuel movements and deliver lasting outcomes across organizations and communities.


Collaboration.Ai

Unleashing the full potential of human connections to solve the world’s hardest problems

Who We AreCollaboration.Ai is a mission-focused, AI-powered software and services company based in Minnesota, with employees, partners, and customers around the world. We unite people, technology, and purpose to accelerate breakthroughs that transform industries, empower communities, and create a more sustainable future. We collaborate with organizations across the defense ecosystem, helping them navigate complex challenges and drive transformative change. To learn more about us, visit collaboration.ai.Our product lineup:NetworkOS: NetworkOS is an AI-powered platform that aligns people, purpose, ideas, and expertise in real-time, generating actionable insights to propel movements forwardCrowdVector: CrowdVector is an integrated solution marketplace and innovation management platform that rapidly uncovers new ideas and advances breakthroughs to fuel movementsAbout the RoleWe’re looking for a patient, detail-oriented full-time Help Desk Specialist to be the first point of contact for end users of our software and grow into leading our support function as it scales. You’ll start hands-on: triaging and resolving 1st-level issues, routing what you can’t fix to the right team, and building the self-service content that keeps repeat questions from piling up. This is a brand-new function at Collaboration.Ai, so you’ll have real influence over how support is run as we grow it — the tools, the process, and the standards. Because much of our work touches government customers, this role also carries real responsibility for handling customer data and access carefully and securely.

This is a remote, work from home position. Preferred candidates are located in Eastern Standard Time. What You’ll Do1st-Level SupportProvide 1st level support to end users of our software over the channels we agree on, mostly emailLog, triage, and track issues in HubSpot, creating clear internal tickets so the right team picks them up quicklyTicketing, Tools & WorkflowOwn day-to-day use of HubSpot for ticketing and customer email correspondenceCreate and track Jira tickets to hand off issues that need engineering, written clearly enough that engineering can act without a lot of back-and-forthMaintain our Confluence space as the source of truth for support process documentationKnowledge Base & Self-ServiceBuild and maintain self-service material for our help center: articles, FAQs, short how-to guides that cut repeat questionsCross-Functional CollaborationWork with our product, engineering, and customer success teams to escalate what you can’t resolve and feed back what customers keep asking aboutSecurity & Data HandlingHandle customer data and access carefully, following security and privacy practices appropriate to a government contextProcess & Function BuildingHelp define the support process itself as the function growsWhat We’re Looking ForRequired5-6 years in a help desk, IT support, or SaaS/technical support roleU.S. citizenship required due to Federal Contract RequirementsFamiliarity with HubSpot (or a similar ticketing/CRM platform), Jira (or a similar engineering issue tracker), and Confluence (or a similar wiki/knowledge base tool)Clear written and spoken English — able to explain a technical fix to a non-technical person without making them feel smallComfortable with ticketing systems and a habit of documenting as you goBased on the U.S. East Coast, able to work East Coast business hoursStrong communication skills, adjusting tone to whoever you’re helpingPatience: repeat questions and frustrated users don’t rattle youProblem-solving: you dig for the root cause instead of just closing the ticketSecurity awareness: you understand why careful handling of access and data matters, especially for government customersPreferredHands-on experience specifically with HubSpot Service Hub, Jira, or Confluence (rather than just equivalent tools)Experience supporting software used by public-sector or government customersFamiliarity with writing knowledge base or help center contentWhat We OfferThe chance to shape a brand-new function from day one, with real influence over tools and processWork that matters. We build AI-powered solutions for defense, public sector, and regulated industries — SOC 2 and NIST compliance, FedRAMP readiness, and customers whose missions demand the most trustworthy softwareAI-native by default. We build with AI, not just for AI. Agentic coding tools (Claude Code/Codex/etc.), agent SDKs and harnesses, MCP servers, and Agent Skills standards are how we work daily. You’ll push the boundaries of what AI tooling can do across the full stackReal ownership. High-autonomy culture. You’ll own outcomes end-to-end — and your work will be seen, used, and valued