Software Technical Support Specialist

ENFOS, Inc.; Chicago (IL); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

401k

Medical insurance

Competitive PTO

Job summary

ENFOS, Inc. is seeking a Software Technical Support Specialist to join the Customer Success team in Chicago, IL. You will master the ENFOS platform, support large industrial customers, and work across engineering, QA, and product to resolve high-impact issues.

You will analyze, document, and debug complex tickets, build dashboards in Power BI/Excel, and contribute to knowledge resources while collaborating with multiple teams. Occasional travel is required.

Qualifications

• Bachelor’s degree or equivalent experience in IS/Business/Finance/Accounting/STEM.
• 0-4 years in support or troubleshooting.
• Proficient in MS Office and Power BI.
• Knowledge of GAAP and IFRS.
• Excellent written and verbal communication.
• Strong problem-solving and attention to detail.
• Willingness to travel (<5%).
• Experience with AI tooling (Claude, ChatGPT).
• Experience with HubSpot Service Hub, JIRA, REST APIs is a plus.

Responsibilities

• Provide Tier II/III support to customer system administrators and superusers.
• Analyze, debug, document, and resolve complex technical and business issues.
• Collaborate with Customer Success, QA, Product, and Engineering to reach durable resolutions.
• Create and maintain end-user technical documentation and knowledge base articles.
• Develop dashboards/reports using OData, VBA in Power BI & Excel for customer reporting needs.
• Support QA and Product teams with testing and feature verification.

Skills

Communication skills

Analytical mindset

Problem-solving

Attention to detail

Technical writing

AI tooling familiarity

Travel readiness

MS Office proficiency

Education

Bachelor’s degree in Information Systems, Business, Finance, Accounting, STEM, or equivalent

Tools

Microsoft Office (Advanced)

Power BI

REST APIs (basics)

Job description

Why ENFOS?

With regulatory pressure rising and ESG scrutiny intensifying, ENFOS is uniquely positioned to empower Finance, Legal, and Remediation teams to improve decision-making, mitigate risk, and drive long-term balance sheet reliability.

Every major industrial company carries Environmental Obligations: the legal and financial commitments to remediate, restore, and account for the footprint of their operations. These obligations represent billions of dollars of liabilities, span decades, and have historically been managed across spreadsheets, inboxes, and institutional knowledge.

ENFOS is the enterprise system of record that replaces all of that. The world's leading energy, chemical, mining, manufacturing, and industrial companies run their Environmental Obligation programs on our platform.

Our advantage isn't a generic AI model. It's decades of domain expertise, structured enterprise data, and mission-critical workflows that competitors cannot easily replicate. We are profitable, growing quickly, and transforming our platform from a record system into an AI-enabled system of intelligence.

About the Role:

We are seeking Software Technical Support Specialists to join our Customer Success team. This is a full-time, Chicago, IL-based role for a motivated, personable problem-solver who thrives on complex challenges. You will master the ENFOS platform, providing Tier II/III support to our customer’s system administrators and superusers who run ENFOS at some of the largest industrial enterprises in the world.

This role goes beyond scripted support. You'll analyze, debug, document, and resolve our customers’ most technical and business-critical issues spanning API integrations, accounting workflows, financial reporting, and much more, splitting your time between customer support, QA testing, and documentation. This role reports to the Head of Customer Success.

What You’ll Do

• Deliver Expert Customer Support
  • Customer System Administrators depend on ENFOS for audit-critical financial workflows. You will be their primary point of contact, delivering clear, confident troubleshooting and resolution.
  • 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 to reach durable resolutions
  • 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
  • Strengthen Product Quality
  • Support at ENFOS is a feedback engine. You will work across teams to turn customer issues into lasting platform improvements.
  • 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 deliver
• Build the Knowledge Foundation
  • Accurate, structured documentation is how a small team supports enterprise customers at scale, and how ENFOS transitions to AI-enabled support without sacrificing accuracy or trust.
  • 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

Expectations

You will be evaluated on:

• Mastery of the ENFOS platform and customer workflows within your first 90-120 days
• Quality, clarity, and timeliness of ticket resolutions for customers’ System Administrators
• Accuracy and completeness of bug reports, test case results, and knowledge base contributions
• Effective collaboration with QA and Engineering on testing and release cycles
• Awareness of the account-level signals embedded in support tickets, and timely escalation when those signals emerge
• Written and verbal communication proficiency

Required

• 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 (Claude, ChatGPT, HubSpot Breeze, etc.)

Preferred

• Experience using HubSpot Service Hub, JIRA, and other ticketing systems
• Experience with REST APIs and system-to-system integrations (SAP, Oracle, EQuIS)
• Familiarity with technical accounting concepts: ASC 410, IAS 37, financial reserves, audit processes, or GAAP/IFRS reporting frameworks
• Proficiency to write and troubleshoot VBA

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