Senior Support Analyst
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Job Location:
Bethesda, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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.
Candidates must be able to support onsite work at CPSC Headquarters in Bethesda MD as needed. This position supports a long-term federal contract with a base year and four option years offering up to five years of continued work. This is a full-time position with core hours aligned to standard business hours. 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
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.
Candidates must be able to support onsite work at CPSC Headquarters in Bethesda MD as needed. This position supports a long-term federal contract with a base year and four option years offering up to five years of continued work. This is a full-time position with core hours aligned to standard business hours. 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
- 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
- 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
- Experience supporting federal systems or regulatory/compliance platforms
- Experience with Jira or similar ticketing systems
- Familiarity with APIs system integrations or data exchange processes
Required Experience:
Manager
