ENFOS ยท 1 week ago
Software Support Lead
Warrenville, Illinois, United States
Full-time
Hybrid
Senior LevelENFOS is a profitable SaaS company that serves leading industrial enterprises with material environmental obligations. They are seeking a Software Support Lead to enhance customer support operations for their Environmental Obligation Subledger Accounting Platform, focusing on technical support and product improvements.
Information ServicesInformation TechnologySoftware
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
Qualification
Required
Technically oriented with experience in software support operations
Ability to translate complex customer issues, product feedback, and technical challenges into actionable resolutions
Experience in Tier 2/3 technical support and escalation management
Strong partnership skills with Product and Engineering teams
Decision authority over support processes and escalation handling
Knowledge management skills
Ability to influence product prioritization through data-backed insights
Experience in maintaining knowledge base infrastructure
Ability to establish best practices for support processes
Leadership skills to manage a high-performing technical support team
Focus on support metrics such as resolution time, CSAT, and first-contact resolution
Experience with financial calculations, data integrity, integrations, and compliance workflows
Ability to design and implement support processes
Champion data accuracy, audit trail integrity, and compliance alignment (ASC 410 / IAS 37)
Ability to provide insights on customer health, product quality trends, and operational improvements
Collaboration skills with Customer Success teams
Experience in customer training, onboarding materials, and product documentation
Ability to maintain clear incident documentation and align with SLA commitments
Experience in leveraging support analytics and reporting
Ability to conduct post-mortems on critical incidents and implement preventive measures
Company
ENFOS
A software platform that connects all of the complex information involved in environmental remediation and decommissioning.
Founded in 2000
11-50 employees
H1B Sponsorship
ENFOS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (3)
2023 (2)
2022 (2)
2021 (2)
Funding
Current Stage
Early StageLeadership Team
Craig Modesitt
Chief Executive Officer
Roger Well
Co-Founder and Chief Commercial Officer
Company data provided by crunchbase