Enterprise Software Support Specialist

Description Job Title: Enterprise Software Support Specialist Fully Remote Please note: If this position is posted as either fully remote and/or hybrid, individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity as there may be occasions when on-site presence is necessary to meet specific business needs. Additionally, our remote work policy includes having a dedicated, distraction-free workspace. Remote work is not a substitute for childcare, elder care, or other personal responsibilities during working hours. About the Role: We are looking for a dedicated Enterprise Software Support Specialist to join our team. Under the guidance of the AVP of IT Applications and Development, you will leverage your expertise in the technical architecture of enterprise-scale systems, particularly those that integrate AI workflows. Your role will be crucial in enhancing the adoption of enterprise applications, resolving incidents, and troubleshooting problems. You will engage in research to uncover best practices, identify root causes, and collaborate with software development teams, technical support staff, IT vendors, and end-users to craft compelling solutions. Key Responsibilities: Technical Support: Provide Tier 2/3 technical support by diagnosing and resolving complex issues related to our enterprise software suite. Incident Management: Lead the technical response to critical production issues while working closely with customer success teams and engineering to minimize downtime. Knowledge Management: Develop documentation for recurring technical hurdles and create troubleshooting playbooks for AI tool behaviors. Cross-Functional Collaboration: Act as the technical advocate for users, conveying feedback to product and engineering teams regarding bugs and integration challenges. Software Request Management: Handle, research, and provide resolutions for software-related requests. Triage Functions: Troubleshoot software issues and determine their root causes. Error Analysis: Analyze software-related alerts and issues, proposing effective solutions. Application Configuration: Configure application workflows, alerts, reports, and SQL queries. Application Administration: Administer and configure enterprise applications as needed. Solution Testing: Verify solutions through manual and automated testing before implementation. Technical Documentation: Maintain thorough and timely documentation of support activities. Decision Making: Make informed decisions quickly, even under pressure. Performance Review: Regularly assess work logs and customer feedback to identify opportunities for improvement. Project Completion: Independently execute small to medium-scale projects. Policy Compliance: Stay updated on company policies and procedures. Continuous Improvement: Implement best practices to enhance personal and team performance. Champion Company Values: Demonstrate integrity and leadership in all interactions. Ideal Candidate Qualifications: Minimum of 3 years’ experience supporting enterprise applications such as Salesforce, Workday, ServiceNow, or similar platforms. Minimum of 3 years’ experience with cloud-based applications, SQL, and JavaScript. Bachelor's degree in a technical field or equivalent experience. Proven experience with relational databases. ITIL Foundations Certification. Strong analytical, problem-solving, and decision-making skills. Excellent organizational and multi-tasking abilities. Exceptional verbal and written communication skills. A keen eye for detail and accuracy in high-volume work environments. Prior experience in a remote working setting. Aptitude for translating complex technical workflows into accessible language for non-technical stakeholders. Eligibility Requirement: Candidates must be legally authorized to work in the United States without the need for current or future visa sponsorship. This role does not support employment-based visa sponsorship. What We Offer: Competitive salary and bonus potential. Company-paid health insurance. Generous paid time off for holidays, vacations, and sick leave. 401K with employer match. Opportunities for professional growth and career advancement. Supportive culture that values work/life balance. Commitment to community service. A collaborative team environment that promotes satisfaction and success. What to Expect (Application Process): 30-Minute Phone Screen, Online Assessments, and Interviews. Salary Range: The expected compensation for this position ranges from $60,000 to $101,000 per year, based on experience, relevant skills, and geographic location. Insurance Office of America is proud to be an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. Summary: As an Enterprise Software Support Specialist, you will thrive where complex enterprise software meets innovative technologies and user engagement. Your role extends beyond ticket resolution; you will be a vital member and technical expert for our enterprise platforms, ensuring reliable system performance and empowering users with the necessary tools to excel in their roles. Join us to make a difference in how technology serves our organization and its stakeholders.

Created: 2026-03-11