Software Technical Support Specialist

ENFOS, Inc.•Chicago, IL

15h•$65,000 - $85,000•Onsite

About The Position

ENFOS is seeking Software Technical Support Specialists to join their Customer Success team. This is a full-time, Chicago, IL-based role for a motivated, personable problem-solver who thrives on complex challenges. The specialist will master the ENFOS platform, providing Tier II/III support to customer system administrators and superusers. This role involves analyzing, debugging, documenting, and resolving technical and business-critical issues related to API integrations, accounting workflows, and financial reporting. The position splits time between customer support, QA testing, and documentation. The role reports to the Head of Customer Success.

Requirements

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
Exceptional writing and documentation skills
Deep understanding and adoption of AI tooling (Claude, ChatGPT, HubSpot Breeze, etc.)

Nice To Haves

Willingness to travel (less than 5%)
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

Responsibilities

Deliver Expert Customer Support: Act as the primary point of contact for customer system administrators, providing clear, confident troubleshooting and resolution for audit-critical financial workflows.
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: Turn customer issues into lasting platform improvements by conducting 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 delivery.
Build the Knowledge Foundation: Write end-user technical documentation, including 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.