Senior Support Analyst

Job Summary

Supporting a high-visibility federal initiative, the full-time Senior Support Analyst will provide advanced technical support for the eFiling system, troubleshoot complex issues, and analyze application performance, all while working remotely within the Continental United States.

Key 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 in resolving system-related issues and improve system usability

Required qualifications

• Minimum 5+ years of experience supporting SaaS or web-based applications
• Experience troubleshooting complex application issues using log analysis tools and database querying (SQL or similar)
• Strong analytical skills with the ability to communicate technical issues clearly to non-technical users
• Experience diagnosing and resolving complex technical issues in a customer-facing environment
• Familiarity with ticketing systems such as Jira