Senior Customer Services Technical Specialist ( Senior Support Software Engineer) - Hybrid R0050712

Senior Customer Services Technical Specialist

Enablon is seeking a Senior Customer Services Technical Specialist to join our Sustainment team. This senior-level role is ideal for experienced professionals who combine strong software engineering and cloud troubleshooting skills with a client-first mindset. Our clients span multiple industries and regions, each with unique system setups and tailored configurations—requiring strong problem-solving skills, adaptability, and attention to detail. As a senior technical specialist, you'll lead complex investigations, act as a subject matter expert on product behavior and diagnostics, and mentor other support engineers. You'll routinely engage with observability tools like Sumo Logic, Azure Monitor, and Datadog to perform root cause analysis, architect technical resolutions, and drive sustainable improvements across client environments. This role is ideal for individuals who thrive in technically demanding, fast-paced environments and who are passionate about delivering exceptional client outcomes.

Work Arrangement: Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues.

Required Job Qualifications

Min. 4-6 yrs experience

• 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 4 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.

Essential Duties and 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. 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.

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave.