Cortex Platform Support & Enablement Specialist

EPIC iO; Northern (KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

EPIC iO is seeking an Application Support & Customer Enablement Specialist to be the primary contact for internal teams and external customers using the Cortex platform. You will handle hands-on troubleshooting, new customer setup, and configuration across the Cortex applications.

You will deliver feature demos, help build the knowledge base, triage bugs with engineering, and collaborate with product on release notes.

Qualifications

• 1–3 years of experience in technical support or customer success roles.
• Experience with SaaS application configuration and user provisioning.
• Strong written and verbal communication skills with ability to translate technical detail for non-technical audiences.
• Comfortable learning new applications and processes quickly, including the use of AI/LLM tools.
• Experience using Atlassian tools (Jira, Confluence) for ticketing and documentation.

Responsibilities

• Serve as the first point of contact for internal teams and external customers on feature questions, login/access issues, and general application troubleshooting.
• Own new customer setup and configuration on the Cortex platform and its applications, including user roles and permissions.
• Deliver feature demonstrations to internal stakeholders and external customers and prospects.
• Help to build and validate internal knowledge base, FAQs, and onboarding documentation as new applications launch.
• Triage and elevate confirmed bugs or platform issues to engineering with clear reproduction steps and supporting detail.
• Partner with the product team on release notes, how-to guides, and training content tied to new features and releases.
• Track and manage support requests through Atlassian (Jira), ensuring timely resolution or escalation to the appropriate team.
• Monitor and report on recurring support themes to inform product and documentation priorities.
• Use AI/LLM tools (e.g., Copilot, Claude) to draft customer responses, knowledge-base articles, and feature-training materials.

Skills

Technical support

Customer success

Communication

AI/LLM tools

Tools

Jira

Confluence

Copilot

Claude

Job description

EPIC iO is seeking an Application Support & Customer Enablement Specialist to be the primary contact for internal teams and external customers using the Cortex platform. You will handle hands-on troubleshooting, new customer setup, and configuration across the Cortex applications.

You will deliver feature demos, help build the knowledge base, triage bugs with engineering, and collaborate with product on release notes.