Director of Customer Experience
Mercury
Customer Service Technical Specialist, Support Software Engineer
Wolters Kluwer
full-time
Posted on:
Location: Florida, Missouri • 🇺🇸 United States
Visit company websiteJob 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
