CSS Support Operations Analyst

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 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 Foundry applications.
• Keeps Foundry training materials updated with the 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 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.

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.