Software Technical Support Specialist

ENFOS is redefining how global enterprises manage long-term environmental risk. As the category leader in Environmental Obligation Management, our platform centralizes and automates the full lifecycle of Environmental Remediation Obligations (EROs) and Asset Retirement Obligations (AROs)—replacing fragmented spreadsheets and outdated tools with a purpose-built, multi-tenant SaaS platform. For 25 years, ENFOS has helped the world’s leading industrial companies stay audit-ready, SOX-compliant, and financially in control of their environmental obligations. Privately held and profitable, ENFOS operates with no direct competitors and supports a blue-chip customer base spanning energy and natural resources, chemicals, manufacturing, and logistics end markets. 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. Why ENFOS? 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 Requirements 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 Benefits Salary range in the US: $65,000 - 85,000 with opportunity for discretionary performance bonus paid annually Comprehensive Benefits Package (401k, Medical, Competitive PTO)