Senior Application Support Analyst

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.

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