Customer Services Technical Specialist - Hybrid (ON, Canada)

Enablon is seeking a Customer Services Technical Specialist (Support Software Engineer) to join their Sustainment team. This client-facing role involves providing post-deployment support for enterprise customers, ensuring reliable performance and continuous improvement of their Enablon platform. The specialist will analyze and resolve incidents, perform advanced troubleshooting, triage client requests, and design technical solutions. The role requires strong problem-solving skills, adaptability, and attention to detail for diverse client setups.

Must Have

• Provide post-deployment technical support for enterprise customers.
• Analyze and resolve incidents on the Enablon platform.
• Perform advanced troubleshooting across application layers.
• Triage client requests for accurate prioritization and timely resolution.
• Provide guidance for installations and configurations.
• Design, develop, and deploy technical solutions.
• Lead or support mini-projects using agile methods.
• Update and maintain technical documentation.
• Provide refresher training and coaching to customers.
• Identify recurring issues and contribute to knowledge base.
• Collaborate on escalated issues and ensure full resolution.
• Maintain current knowledge of platform features and best practices.
• Bachelor's degree in CS/Engineering/IS with 4+ years experience (or Master's with 2+).
• Proficiency in JavaScript, C#, .NET, HTML, XML, or CSS.
• Solid understanding of enterprise application and cloud systems architecture.
• Experience with observability and log analysis tools (Sumo Logic, Datadog, Azure Monitor).
• Strong problem-solving and debugging skills.
• Excellent communication and documentation skills.
• Demonstrated ability to work independently.

Perks & Benefits

• Medical Insurance
• Dental Insurance
• Vision Plan
• Short-Term Disability
• Long-Term Disability
• Basic Life Insurance
• Optional Life Insurance
• Optional AD&D and Critical Illness Insurance
• Out-of-Country Emergency
• Well-Being Program
• Employee Assistance Program (EAP)
• Group RRSP
• Business Travel Accident Insurance

Position Summary:

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. 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.

Work Arrangement - CAN-North York-Sheppard Ave East (office) Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. You will report to the Manager, Technical Customer Service, CP & ESG Enablon, and work under the leadership of the Director, Major & Strategic Accounts, CP & ESG Enablon. This role is a part of CPESG | Enablon EHS - North America.

Division/BU About Us: https://www.wolterskluwer.com/en/solutions/enablon

Required Qualifications

• 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.

Key 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.

Additional Information (Canada):

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including: Medical Insurance, Dental Insurance, Vision Plan, Short-Term Disability, Long-Term Disability, Basic Life Insurance, Optional Life Insurance, Optional AD&D and Critical Illness Insurance, Out-of-Country Emergency, Well-Being Program, Employee Assistance Program (EAP), Group RRSP, Business Travel Accident Insurance. This benefits information applies to employees working at least 20 hours per week (unless otherwise noted) and includes eligible dependents.

Full details of our benefits are available: https://www.mywolterskluwerbenefits.com/index.html