Enterprise Application Support Analyst

We are seeking 5 Tier 1 / Layer 1 Support Analysts to provide first-line support for Program Digital Cockpit (PDC), a Program Management application built on Palantir Foundry. This role will follow a runbook to support program teams, primarily troubleshooting access/permissions, assisting with program onboarding and source data validation, and triaging data discrepancies to determine whether issues are user-related, source-data related, or require technical escalation to Palantir. A support manager will oversee the team, provide guidance, and assist with escalation.

Key Responsibilities

• Follow a runbook to support users of PDC (Palantir Foundry-based application), 

• Serve as first point of contact for issues and service requests; provide clear user communication

• Troubleshoot access and permissions issues (SSO, RBAC, provisioning, entitlements)

• Support program onboarding by validating source data availability, completeness, and refresh cadence

• Triage data discrepancies and determine whether issues are:

  • user workflow / filter / interpretation related

  • upstream source data related

  • system/platform issues requiring escalation

• Escalate issues with clear documentation (steps to reproduce, screenshots, timestamps, impact)

Requirements

• 5+ years experience in Enterprise Application Support / production support

• Experience working within a ticketing/SLA environment (ServiceNow, Jira, etc.)

• Strong troubleshooting and documentation skills; ability to follow runbooks and SOPs

• Strong communication skills and ability to support non-technical users
• Candidate must be able to obtain government security clearance.