Software Support Lead
About The Position
ENFOS is seeking a technically oriented Software Support Lead to own and elevate our customer support operations for our Environmental Obligation Subledger Accounting Platform. You'll translate complex customer issues, product feedback, and technical challenges into actionable resolutions, knowledge resources, and product improvements. This role is critical as ENFOS scales enterprise customers, protects audit-critical workflows, and transitions the platform to AI-enabled support without sacrificing accuracy or trust. As Software Support Lead, you will own Tier 2/3 technical support and escalation, serving as the primary point of resolution for complex issues while partnering closely with Product and Engineering to drive durable fixes and continuous product improvement. This role has decision authority over support processes, escalation handling, and knowledge management, while influencing product prioritization through data-backed insights. Working in close coordination with Customer Success, you will help ensure accurate, audit-ready outcomes and consistent, high-quality customer experience as ENFOS scales enterprise adoption and transitions to AI-enabled workflows. Expectations: In the first 90–120 days, you are expected to master the ENFOS application, understand customer workflows end-to-end, and establish the technical fluency needed to independently resolve complex tier 2/3 cases while mentoring a team of Software Support Specialists. You will also maintain our knowledge base infrastructure and establish best practices as ENFOS transitions from a traditional SaaS platform to an AI-enabled application.
Requirements
- 5+ years of technical support or customer success experience in a SaaS environment
- 2+ years in a leadership or team management capacity
- Experience managing complex technical escalations and serving as a subject matter expert
- Bachelor's degree or equivalent experience (Information Systems, Finance, Accounting, or related field preferred)
- Exceptional analytical, troubleshooting, and problem-solving skills with ability to diagnose root causes
- Excellent communication and interpersonal skills, with ability to explain technical concepts to non-technical audiences
- Proven track record of building support documentation, knowledge bases, and enablement resources
- Experience with support ticketing systems, knowledge management platforms, and customer success tools
- Demonstrably self-motivated, pro-active, and endlessly curious
Nice To Haves
- Experience with HubSpot Service Hub, Zendesk, Freshdesk, or similar support platforms
- Experience with knowledge base tools (e.g., HubSpot Knowledge Base, Brainfish.ai)
- Strong technical fluency in APIs, integrations, and data analysis
- Familiarity with compliance-heavy or enterprise domains (e.g., finance, accounting, security, or regulatory-driven industries)
- Understanding of financial concepts, accounting principles, and enterprise software workflows
- Experience with support analytics, data-driven decision making, and continuous improvement methodologies
- Familiarity with AI-assisted support tools and emerging support technologies
- Previous experience supporting financial or ERP software systems
Responsibilities
- Lead and develop a high-performing technical support team, managing both team operations and complex escalations
- Own support metrics focused on resolution time, CSAT, and first-contact resolution
- Serve as the technical escalation point for complex tier 2/3 cases involving financial calculations, data integrity, integrations, and compliance workflows
- Build and maintain a comprehensive knowledge base that serves customers, internal teams, and AI-assisted support tools
- Serve as the primary conduit between customers and Product/Engineering, translating recurring issues and edge cases into prioritized fixes, roadmap inputs, and measurable product quality improvements. Translate recurring customer challenges into documentation, training materials, and product enhancement requests
- Design and implement support processes that balance rapid response with thorough investigation and root-cause analysis
- Champion data accuracy, audit trail integrity, and compliance alignment (ASC 410 / IAS 37) in every customer interaction
- Contribute to ENFOS's customer-centric culture and support best practices
- Provide leadership with insights on customer health, product quality trends, and operational improvements
- Collaborate with Customer Success teams to ensure seamless handoffs, proactive outreach, and renewal success
- Work with Sales & Marketing on customer training, onboarding materials, and product documentation
- Maintain clear incident documentation and ensure alignment with SLA commitments and internal process standards
- Leverage support analytics and reporting to provide insights that inform product decisions and strategic planning
- Conduct post-mortems on critical incidents and implement preventive measures
Benefits
- A discretionary bonus typically paid annually
- Stock Options granted at time of hire and periodically based on performance
- Comprehensive Benefits Package (401k, Medical, Dental, Vision)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
