Senior Support Analyst in Bethesda, Maryland at KeenLogic

Senior Support Analyst
KeenLogic is seeking an experienced Senior Support Analyst to support a federal program with the U.S. Consumer Product Safety Commission (CPSC). This role will provide advanced technical support for the eFiling system, a mission-critical, web-based application used by importers and trade partners to submit product compliance data and ensure consumer product safety.

You will support a high-visibility federal initiative as eFiling becomes mandatory in 2026, working directly with external users to troubleshoot complex system issues, analyze application performance, and ensure a high level of service delivery. This role combines technical troubleshooting, customer interaction, and data analysis in a fast-paced, collaborative environment.

This position supports a long-term federal contract with a one-year base period and four option years, offering up to five years of continued work. Support operates Monday through Friday, 8:00 AM to 5:00 PM Eastern Time, with no after-hours, weekend, or holiday coverage required unless otherwise directed by the Government. All work may be performed remotely, provided contractor personnel remain within the Continental United States.

The anticipated start date for this role is September 30, 2026. KeenLogic offers Fortune 500-level benefits, including health, dental, and vision insurance, PTO, 401(k), and life insurance.

Security Requirements

• Must be able to pass a federal background investigation (PIV)
• Must comply with all CPSC security and privacy requirements

Required Qualifications

• Minimum 5+ years of experience supporting SaaS or web-based applications
• Experience troubleshooting complex application issues using:
  • Log analysis tools
  • Database querying (SQL or similar)
  • Application monitoring tools
• Strong analytical and problem-solving skills
• Ability to communicate technical issues clearly to non-technical users

Required Experience

• Diagnosing and resolving complex technical issues escalated from junior support
• Supporting web-based applications in a customer-facing environment
• Performing system diagnostics, log reviews, and data analysis to identify root causes
• Working directly with users to resolve technical issues and improve system usability
• Documenting solutions, known issues, and troubleshooting procedures
• Collaborating with cross-functional teams, including developers and system administrators
• Analyzing trends and recurring issues to support continuous improvement

Duties and Responsibilities

• Serve as the escalation point for complex application and system issues
• Perform in-depth troubleshooting, including log analysis, database queries, and system diagnostics
• Support external users, including importers and trade partners, in resolving system-related issues
• Track and manage incidents using a ticketing system such as Jira
• Develop and maintain technical documentation, knowledge base articles, and user guides
• Assist in identifying system improvements and recurring issue patterns
• Support reporting efforts, including analysis of support metrics and performance trends
• Collaborate with technical teams to resolve defects and enhance system functionality

Preferred Qualifications

• Experience supporting federal systems or regulatory/compliance platforms
• Experience with Jira or similar ticketing systems
• Familiarity with APIs, system integrations, or data exchange processes