EPIC iO
Application Support Enablement
About this role
About EPIC iO Technologies EPIC iO builds technology for the real world. We help organizations see more, know more, stay connected, and act faster by bringing together AI, intelligent video, edge technology, and enterprise-grade wireless connectivity. But the technology is only part of the story. What really makes EPIC iO different is the people behind it. Smart, driven people who like solving hard problems. People who dig in, challenge assumptions, move quickly, and take ownership. People who know the best ideas can come from anywhere and that solving meaningful problems takes collaboration, curiosity, and zero ego. We’re helping protect people and critical assets. Keep businesses and remote operations connected. Make existing infrastructure smarter. Turn real-world data into action when it matters most. And we’re building a team that wants to make an impact while doing it. Wicked-smart people. Real-world problems. Technology that matters. And we’re just getting started. 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.