Product Enablement & Support Specialist

At Journal Technologies, we believe our technology can be a force for good in the world ensuring the proper and efficient functioning of some of the most foundational aspects of society - the courts and justice system. 

We create and implement enterprise software that supports the administration of justice, currently in the United States, Canada, and Australia. While our eSeries product suite enables governments and their employees to deliver continued foundational court processes, our R&D focuses on leveraging emerging possibilities with technology to improve access and efficiency. 

Headquartered in Los Angeles, Journal Technologies is a long-time, wholly-owned subsidiary of Daily Journal Corporation (NASDAQ: DJCO). We also have a major office in Logan, Utah, a team in Melbourne, Australia, an office in Victoria, Canada and a growing number of remote staff across North America.

Under our next generation of leadership, we're implementing a new vision for the company that prioritizes building an extraordinary workplace with empowered people at the heart of our business. Great people want to collaborate with great people, and we are actively looking for smart, motivated people who care deeply about the work they do.  

Product Enablement & Support Specialist 

We are seeking a motivated and detail-oriented Product Enablement and Support Specialist to join our team. This is a hybrid role that combines software support engineering, product expertise, and platform enablement. In this position, you will serve as a support layer for our platform, focused on accelerating issue resolution, empowering internal teams, and enhancing the implementation partner experience. The role requires strong technical skills, a support-oriented mindset, and a proactive approach to building scalable knowledge and training resources.

Responsibilities:

• Product Training & Enablement:
• Work with the Documentation team to develop and deliver training sessions, webinars, and documentation for Professional Services, Sales teams, and internal stakeholders.
• Create user guides, FAQs, video tutorials, and other educational materials.
• Ensure onboarding programs are in place to help internal teams and employees adopt new platform features.

Internal Technical Support & Escalation:

• Serve as the front-line technical contact for escalated product issues from Professional Services, Sales Engineering, Customer Support teams, and, in some cases, end customers.
• Reproduce, triage, and debug complex platform-level issues using logs, code inspection, configuration analysis, and database queries.
• Partner with Platform and Product Engineering teams to identify root causes, validate fixes, and track escalation SLAs.
• Track and analyze support tickets to identify recurring issues and opportunities for product improvement.

Product Knowledge & Communication:

• Serve as a product expert by staying up to date on new features, updates, and best practices.
• Capture recurring issues and inefficiencies to recommend feature improvements and documentation enhancements.
• Assist Product Management in validating documentation, prototypes, and release readiness from an implementation partner perspective.

Process & Documentation Improvement:

• Ensure detailed issue resolution notes and root causes are documented in internal systems to build long-term institutional knowledge.
• Maintain version-specific guidance for platform tools and configurations, particularly regarding backward compatibility.
• Help enforce knowledge management standards within the support ecosystem.
• Assist in developing self-service solutions to reduce the volume of support inquiries.

Requirements:

• Bachelor’s degree in Computer Science, Software Engineering, or a related technical field.
• 3+ years of experience in technical support engineering, QA automation, system implementation, or platform training.
• Familiarity with REST APIs, XML/JSON, basic SQL, and platform configuration practices.
• Experience with support systems (e.g., Jira Service Management), documentation tools, and knowledge base platforms.
• Comfortable reading code (Java preferred), inspecting logs, and performing