Application Support Enablement

Responsibilities & Tasks

• Serve as the first point of contact for internal teams and external customers on feature questions, login/access issues, and general application troubleshooting.
• Own new customer (not system) setup and configuration on the Cortex platform and its applications, including user roles and permissions.
• Deliver feature demonstrations to internal stakeholders and external customers and prospects.
• Help to build and validate internal knowledge base, FAQs, and onboarding documentation as new applications launch.
• Triage and escalate confirmed bugs or platform issues to engineering with clear reproduction steps and supporting detail.
• Partner with the product team on release notes, how-to guides, and training content tied to new features and releases.
• Track and manage support requests through Atlassian (Jira), ensuring timely resolution or escalation to the appropriate team.
• Monitor and report on recurring support themes to inform product and documentation priorities.
• Use AI/LLM tools (e.g., Copilot, Claude) to draft customer responses, knowledge-base articles, and feature-training materials, and to speed up troubleshooting and research.

Required Qualifications

• One to three years of experience in technical support, customer success, or solutions/implementation roles, ideally at a B2B SaaS or platform company.
• Working knowledge of SaaS application configuration, user roles/permissions, and customer account setup.
• Strong written and verbal communication skills, with the ability to translate technical detail for non-technical audiences.
• Comfortable learning new applications and processes quickly, including the use of AI/LLM tools to accelerate day-to-day work.
• Experience using Atlassian tools (Jira, Confluence) for ticketing and documentation.

Desired Qualifications