Wolters Kluwer

Customer Services Technical Specialist, Support Software Engineer

Wolters Kluwer

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

AzureCloudJavaScript.NET

About the role

  • Enablon is seeking a Customer Services Technical Specialist (Support Software Engineer) to join our Sustainment team. In this client-facing role, you will provide post-deployment support for our enterprise customers, ensuring reliable performance and continuous improvement of their Enablon platform. 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 straightforward situations