[Hiring] CSS Support Operations Analyst @M9 Solutions

Role Description

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 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.

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.

Requirements

• 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.

Benefits

• Salary Range: $100,000 — $115,000 USD
• 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 responsibilities of the position, education, experience, knowledge, skills, abilities, internal equity, location, alignment with market data, applicable bargaining agreement (if any), or other law.
• For more information on benefits, visit: M9 Benefits