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.

• Handles customer inquiries through the ticketing system to maximize the outcomes of deployed products and workflows across all commercial clients.
• 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 Foundryapplications.
• Keeps Foundrytraining materials updated with latest product changes.
• Operates and builds tooling and infrastructure to scale customer enablement.

• 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 self with Palantir Foundry 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.

• 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, Type Script/JavaScript, or similar.
• Background in Computer Science, Engineering, Information Systems, or other technical field.

• 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 -

$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…