Application Support Enablement

The Application Support & Customer Enablement Specialist is the primary point of contact for internal teams and external customers using the Cortex platform and its applications. This role provides hands-on troubleshooting, new application customer setup and configuration, feature demonstrations, and the documentation and training materials that help customers and internal teams adopt each application successfully.

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

• Experience supporting a multi-application or multi-tenant SaaS platform.  

• Experience delivering product demonstrations to customers or prospects.  

• Familiarity with basic troubleshooting of web applications, including browser/device issues and login/authentication flows.  

• Experience using AI/LLM tools for drafting, summarizing, or research in a support or customer-facing context.  

• Prior experience in a fast-paced technology company. 

Physical Requirements

• Experience supporting a multi-application or multi-tenant SaaS platform.  

• Experience delivering product demonstrations to customers or prospects.  

• Familiarity with basic troubleshooting of web applications, including browser/device issues and login/authentication flows.  

• Experience using AI/LLM tools for drafting, summarizing, or research in a support or customer-facing context.  

• Prior experience in a fast-paced technology company. 

Equal Employment Opportunity

EPIC iO is an equal opportunity employer. Employment decisions are based on business needs, job requirements, and individual qualifications. The Company does not discriminate on the basis of any status protected by applicable federal, state, or local law. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions of the role.