Product Enablement & Support Specialist

Journal Technologies•Los Angeles, CA

5d•Hybrid

About The Position

We are seeking a motivated and detail-oriented Product Enablement and Support Specialist to join our team. This is a hybrid role that combines software support engineering, product expertise, and platform enablement. In this position, you will serve as a support layer for our platform, focused on accelerating issue resolution, empowering internal teams, and enhancing the implementation partner experience. The role requires strong technical skills, a support-oriented mindset, and a proactive approach to building scalable knowledge and training resources.

Requirements

Bachelor’s degree in Computer Science, Software Engineering, or a related technical field.
3+ years of experience in technical support engineering, QA automation, system implementation, or platform training.
Familiarity with REST APIs, XML/JSON, basic SQL, and platform configuration practices.
Experience with support systems (e.g., Jira Service Management), documentation tools, and knowledge base platforms.
Comfortable reading code (Java preferred), inspecting logs, and performing root cause analysis on software issues.
Strong understanding of product life cycles and go-to-market strategies.
Excellent written and verbal communication and presentation skills.
Experience working cross-functionally with Product, Sales, Marketing, and Customer Success teams.
Experience troubleshooting software or other technical products.
Analytical mindset with the ability to assess metrics and derive actionable insights.
Highly organized, with a proactive approach to problem-solving and stakeholder management.
Ability to manage multiple tasks and deadlines efficiently.
Ability to implement and adhere to Knowledge Management standards and methodologies.
Experience working within Agile teams or formal training in Scrum or Agile methodologies is considered a strong asset.

Nice To Haves

Familiarity with access control frameworks and data protection best practices in justice or government-sector software environments.
Prior experience supporting configurable platforms (e.g., Salesforce, ServiceNow, or other low-code platforms).
Exposure to professional services delivery models and/or experience working directly with implementation partners.
Experience working in environments that manage regulated data and sensitive user access, such as court systems or government agencies.
Ability to clearly communicate technical concepts and details to non-technical audiences.

Responsibilities

Work with the Documentation team to develop and deliver training sessions, webinars, and documentation for Professional Services, Sales teams, and internal stakeholders.
Create user guides, FAQs, video tutorials, and other educational materials.
Ensure onboarding programs are in place to help internal teams and employees adopt new platform features.
Serve as the front-line technical contact for escalated product issues from Professional Services, Sales Engineering, Customer Support teams, and, in some cases, end customers.
Reproduce, triage, and debug complex platform-level issues using logs, code inspection, configuration analysis, and database queries.
Partner with Platform and Product Engineering teams to identify root causes, validate fixes, and track escalation SLAs.
Track and analyze support tickets to identify recurring issues and opportunities for product improvement.
Serve as a product expert by staying up to date on new features, updates, and best practices.
Capture recurring issues and inefficiencies to recommend feature improvements and documentation enhancements.
Assist Product Management in validating documentation, prototypes, and release readiness from an implementation partner perspective.
Ensure detailed issue resolution notes and root causes are documented in internal systems to build long-term institutional knowledge.
Maintain version-specific guidance for platform tools and configurations, particularly regarding backward compatibility.
Help enforce knowledge management standards within the support ecosystem.
Assist in developing self-service solutions to reduce the volume of support inquiries.

Benefits

Competitive compensation
Quality medical, dental and vision coverage.
Competitive paid time off as well as paid holiday time.
401(k) retirement (US) and GRRSP (CDN) programs.
Annual professional development funds - $1,500 USD annual per employee.
Book subscriptions with an extensive library in each office for personal and professional growth.
Flexible working hours
Ability for employees to work from a remote location (e.g., home) or office.
Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other issues important to the employees.
Travel opportunities between Journal Technology offices and with clients.