CSS Support Operations Analyst

M9 Solutions is dedicated to providing IT services and solutions to the Federal Government by mobilizing the right people, skills, clearance levels, and technologies to help organizations that desire improved performance and modern, sustainable change. M9 has provided quality IT services and support to more than 30 Federal Agencies and multiple commercial customers nationwide. Our capabilities include IT Talent Solutions, Data Delivery & Analytics, Cyber Security, Cloud Migration, Applications and Infrastructure, Software Development, and Finance & Accounting. M9 Solutions is seeking a CSS Support Operations Analyst to work remotely in support of a contract for a client located in Washington, DC. Must be a U.S. citizen or lawful permanent resident. Responsibilities - Handles customer inquiries through the ticketing system to maximize the outcomes of deployed products and workflows across all commercial customers from small-scale start-ups to large enterprises. - Collaborates with product engineers, implementation teams, and other enablement engineers to root cause and fix problems. - Identifies and resolves technical issues by reproducing client-reported problems and employing a systematic approach to troubleshooting. - Develops a deep understanding of the platform's applications. - Keeps Foundry training materials updated with latest product changes. - Operates and builds tooling and infrastructure to scale customer enablement. Required Skills and Qualifications - Work Authorization: U.S. citizen or lawful permanent resident. - Strong operational skills with proven ability to manage high-volume workflows with attention to detail and systematic prioritization. - Genuine passion for driving and improving customer support operations and maintaining training materials. - Ability and willingness to quickly familiarize oneself with platform-specific and project-specific workflows. - Ability to work independently, making decisions with minimal supervision. - Excellent English writing and communication skills, with the ability to engage with both technical and non-technical users on complex, sensitive topics. - Comfort in navigating a fast-paced environment with dynamic objectives and user iteration. Preferred Skills and Qualifications - Experience providing customer support, including troubleshooting and debugging issues, preferably on complex, technical software platforms. - Experience working with analytical software platforms, using large-scale data to solve valuable business problems, in any industry or subject area. - Track record of improving support processes and scaling operations. - Proficiency with SQL, Pyspark, Java, TypeScript/JavaScript, or similar. - Background in Computer Science, Engineering, Information Systems, or other technical field. Full-Time Employee Compensation - M9 Solutions’ pay range for this position is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include, but are not limited to, responsibilities of the position, education, experience, knowledge, skills, abilities, as well as internal equity, location, alignment with market data, applicable bargaining agreement (if any), or other law. - M9 Benefits - https://m9solutions.com/why-join-m9/#our-benefits Salary Range $100,000—$115,000 USD M9 Solutions, LLC (M9) is a Federal subcontractor and complies with all applicable federal laws prohibiting discrimination in employment, including Title VII of the Civil Rights Act of 1964 and the Americans with Disabilities Act (ADA). M9 also adheres to the affirmative action requirements of the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA), ensuring equal opportunity for protected veterans. If you wish to voluntarily share that you are an individual with a disability, you are welcome to do so at any point in the application or employment process; M9 does not require this information, and it will not affect your candidacy. If you need accommodation during the application process or encounter difficulties using our website, please contact our Human Resources Department at [email protected] or 703-936-0880. M9 Solutions is a proud participant in the Virginia Values Veterans (V3) program and supports the Military Medics and Corpsmen (MMAC) initiative, demonstrating our commitment to hiring and supporting veterans, transitioning service members, military spouses, and dependents. With 15+ years of proven delivery and growth, M9 Solutions is a unique small business with credible past performance and key capabilities offering project management services, solution architects, business analysts, program managers, technical architects, and technical consultants. M9 was recognized as an Inc. 5000 Fastest-Growing Private Companies in 2021, 2020, 2019, 2018, 2017, 2016, and 2012. M9 Solutions believes that work should be fun, rewarding, and something everyone can be excited about. We offer a competitive compensation package and value diverse perspectives in driving the vision of the company.