Software Technical Support Specialist

About the Role

ENFOS is seeking Software Technical Support Specialists to join their Customer Success team. This is a full-time, Chicago, IL-based role for a motivated, personable problem-solver who thrives on complex challenges. The specialist will master the ENFOS platform, providing Tier II/III support to customer system administrators and superusers. This role involves analyzing, debugging, documenting, and resolving technical and business-critical issues, splitting time between customer support, QA testing, and documentation. The role reports to the Head of Customer Success.

Key Responsibilities

Deliver Expert Customer Support

• Act as the primary point of contact for Customer System Administrators, delivering troubleshooting and resolution for audit-critical financial workflows.
• Master the ENFOS platform and its business context, including ASC 410-20, ASC 410-30, IAS 37, CERCLA, RCRA, and SOX.
• Analyze and debug support tickets end-to-end, collaborating with customers, Customer Success, QA, Product, and Engineering teams.
• Ensure customer system configuration and interfaces align with audit and compliance requirements.
• Design and build dashboards and reports using OData APIs & VBA in Power BI & Excel to support customer reporting needs.
• Communicate fixes, enhancements, and releases to internal and external stakeholders.

Strengthen Product Quality

• Turn customer issues into lasting platform improvements by working across teams.
• Conduct software testing in collaboration with QA and Product teams for bug fixes and new features.
• Reproduce, isolate, and document bugs and enhancement requests for Product and Engineering.
• Collaborate cross-functionally on platform resolutions and feature delivery.

Build the Knowledge Foundation

• Write end-user technical documentation: issue resolutions, bug reports, test cases, specifications, and knowledge base articles.
• Maintain internal documentation on customer configurations.
• Contribute to knowledge resources that serve customers, internal teams, and AI-assisted support tools.

Requirements & Tech Stack

• ENFOS platform
• Tier II/III support
• OData APIs
• VBA
• Power BI
• Excel
• ASC 410-20
• ASC 410-30
• IAS 37
• CERCLA
• RCRA
• SOX
• HubSpot Service Hub (preferred)
• JIRA (preferred)
• REST APIs (preferred)
• SAP (familiarity with system-to-system integrations, preferred)
• Oracle (familiarity with system-to-system integrations, preferred)
• EQuIS (familiarity with system-to-system integrations, preferred)
• AI tooling (Claude, ChatGPT)

Qualifications

• Bachelor’s degree in Information Systems, Business, Finance, Accounting, STEM, or equivalent experience.
• 0-4 years in support or troubleshooting.
• Advanced Microsoft Office skills (Outlook, Word, Excel, Power BI).
• Understanding of accounting principles (GAAP and IFRS).
• Curious, analytical mindset with strong problem-solving skills.
• Excellent written and verbal communication.
• Strong attention to detail and time management.
• Professional integrity and willingness to travel (less than 5%).
• Exceptional writing and documentation skills.
• Deep understanding and adoption of AI tooling.
• Experience using HubSpot Service Hub, JIRA, and other ticketing systems (preferred).
• Experience with REST APIs and system-to-system integrations (SAP, Oracle, EQuIS) (preferred).
• Familiarity with technical accounting concepts: ASC 410, IAS 37, financial reserves, audit processes, or GAAP/IFRS reporting frameworks (preferred).
• Proficiency to write and troubleshoot VBA (preferred).

Compensation & Benefits

• Salary range in the US: $65,000 - $85,000.
• Opportunity for discretionary performance bonus paid annually.
• Comprehensive Benefits Package (401k, Medical, Competitive PTO).