KeenLogic

Senior Application Support Analyst

Bethesda, MD
Full Time
Mid Level
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
  • 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

 
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