Senior Support Analyst

KeenLogic•Bethesda, MD

8d•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

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