Wolters Kluwer

Customer Service Technical Specialist, Support Software Engineer

Wolters Kluwer

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida, Missouri

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Job Level

JuniorMid-Level

Tech Stack

AzureCloudJavaScript.NET

About the role

  • 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
  • Provide step-by-step guidance for installations and configurations, empowering customers toward self-sufficiency
  • 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
  • Provide refresher training and coaching to customers and assist in onboarding new team members
  • Identify recurring issues and contribute to knowledge base improvements and platform enhancement efforts
  • Collaborate with peers on escalated issues and follow up with customers to ensure full resolution and satisfaction
  • Maintain current knowledge of emerging platform features, configurations, and support best practices

Requirements

  • 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
  • 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