Enablon is seeking a Senior Customer Services Technical Specialist to join their Sustainment team, to lead complex investigations, act as a subject matter expert on product behavior and diagnostics, and mentor other support engineers, in order to deliver exceptional client outcomes and solve technically demanding problems.
Requirements
- Proficiency in one or more of the following: JavaScript, C, .NET, HTML, XML, or CSS.
- Solid understanding of enterprise application architecture and cloud-based systems.
- Experience with observability and log analysis tools such as Sumo Logic, Datadog, or Azure Monitor.
- Strong problem-solving and debugging skills across technical layers.
- Excellent communication and documentation skills with a focus on clarity and reproducibility.
- Demonstrated ability to work independently while delivering high levels of customer satisfaction.
- Experience with agile delivery methods
Responsibilities
- Deliver post-deployment technical support for Enablon’s enterprise platform, analyzing and resolving incidents.
- Perform advanced troubleshooting across application layers to resolve moderately complex issues.
- Triage and qualify incoming client requests to ensure accurate prioritization and timely resolution in alignment with SLAs.
- Design, develop, and deploy technical solutions in collaboration with internal and external stakeholders.
- Lead or support mini-projects using agile delivery methods, typically lasting from a few days to several weeks.
- Update and maintain technical documentation, including known issues and investigation summaries.
- Identify recurring issues and contribute to knowledge base improvements and platform enhancement efforts.
Other
- Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field with at least 4 years of relevant experience; OR Master’s degree with at least 2 years of relevant experience.
- Excellent communication and documentation skills with a focus on clarity and reproducibility.
- Demonstrated ability to work independently while delivering high levels of customer satisfaction.
- Ability to work in a hybrid environment, with 8 days of in-office work per month
- Ability to appear onsite at a Wolters Kluwer office as part of the recruitment process
