CSS Support Operations Analyst

Location: Remote, supporting a client located in Washington, DC. Must be a U.S. citizen or lawful permanent resident.

Salary: $100,000–$115,000 USD per year

Company

hirify.global provides IT services and solutions to federal government agencies and commercial customers, including analytics, cybersecurity, cloud migration, infrastructure, and software development.

What you will do

• Handle customer inquiries through the ticketing system and support deployed products and workflows.
• Reproduce client-reported problems, troubleshoot technical issues, and identify root causes.
• Collaborate with product engineers, implementation teams, and enablement engineers to resolve problems.
• Develop a deep understanding of platform applications and project-specific workflows.
• Maintain Foundry training materials as products evolve.
• Operate and build tooling and infrastructure that scales customer enablement.

Requirements

• U.S. citizenship or lawful permanent residency required.
• Strong operational skills and the ability to manage high-volume workflows with systematic prioritization.
• Ability to learn platform-specific and project-specific workflows quickly and work independently.
• Excellent English writing and communication skills for engaging technical and non-technical users about complex, sensitive topics.
• Ability to work in a fast-paced environment with changing objectives and user feedback.

Nice to have

• Customer support experience involving troubleshooting and debugging on complex technical software platforms.
• Experience with analytical software platforms and large-scale data.
• Experience improving support processes and scaling operations.
• Proficiency with SQL, PySpark, Java, TypeScript, JavaScript, or similar technologies.
• Background in computer science, engineering, information systems, or another technical field.

Culture & Benefits

• Full-time employee position with a competitive compensation package.
• Benefits are provided through hirify.global.
• Work supports federal government and commercial customers across diverse technical environments.
• Commitment to diverse perspectives and support for veterans, transitioning service members, military spouses, and dependents.