• Act as an IDM Support Engineer on a strategic LATAM project • Provide support, maintenance, and evolution of Identity Management and Cybersecurity environments • Collaborate with global, multidisciplinary teams to resolve issues • Fluent English required for interaction with international teams and stakeholders.

• Configure and maintain integrations between Further’s platform and external CRM, database, and third-party systems • Implement and support REST API integrations to extend platform functionality and improve operational connectivity • Ensure reliable and accurate data flow across integrated systems and troubleshoot integration-related issues as they arise • Configure internal tools and workflows to align with client-specific operational requirements • Utilize Python, SQL, and JavaScript to process, manipulate, and analyze data • Translate raw technical data into clear, actionable outputs and presentations for internal teams and clients • Diagnose and resolve technical implementation challenges across frontend systems, integrations, and data workflows • Partner directly with clients to understand business requirements and recommend technical solutions • Communicate implementation updates, technical findings, and next steps clearly to both technical and non-technical stakeholders • Manage and resolve customer support tickets through Zendesk with urgency and professionalism

• Exceeding customer expectations by providing a tailored service experience. • Identify and resolve customer issues via incoming calls, emails, etc. • Provide customers with knowledge regarding software functionality and best practices. • Identify and reproduce software defects for submission to development. • Provide Customers with root cause analysis and in-depth troubleshooting. • Meet and exceed Service Level Agreements through effective incident management. • Writing Technical Documentation (i.e. Knowledge Base Articles). • Contributes to the departments' Key Performance Indicators (KPI). • Performs software implementation, installation, and upgrades to MasterControl customers. • Updates and maintains reports for customers and key internal contacts. • Provides backup support to other CSE team members. • Works directly with escalation engineers to assure resolution of critical customer issues. • Provide and participate in technical training and knowledge transfer for new or complex products. • Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles. • As directed, performs special projects.

Role Description As an Application Support Analyst at Enverus, you will play a crucial role in ensuring our customers and internal teams receive exceptional support and guidance to maximize the value of our software applications. You will be responsible for troubleshooting, diagnosing, and resolving user issues and will have the opportunity to work on cutting-edge Enverus software products. Your expertise and commitment to customer experience will be essential to our success. - Provide front-line support for software applications via email, phone, and video call within organization-level agreements. - Troubleshoot UI and API issues, collaborating with users to resolve problems efficiently and escalate when necessary. - Maintain organized records of customer requests with accurate documentation. - Ensure regular and predictable attendance for the designated shift, including rotating holiday support. - Educate customers to help them gain value from our suite of products and drive high customer satisfaction. - Advocate for customer needs by sharing actionable feedback, escalating product issues with key details, and anticipating next steps. - Provide timely updates to customers on unresolved issues. - Investigate advanced technical issues and collaborate with team members or stakeholders to identify solutions. - Gain a complete understanding of client requirements before providing solutions. - Collaborate with team members, contribute to team discussions, and ensure cases flow effectively to neighboring departments. - Follow department and company processes and procedures. - Maintain deep product and technical knowledge to ensure accurate, high-quality support. - Participate in cross-training to broaden skills and improve collaboration and customer outcomes. - Contribute to internal and external self-help documentation. - Support special assignments and projects in partnership with Senior Analysts and Managers. Qualifications - Degree in Electrical Engineering or related field, or equivalent technical experience (preferred) - 2+ years of experience in application support roles or similar client-facing positions - Proficient in task and project management - Understanding of Python, FTP, and API fundamentals - Ability to work independently with a “Figure It Out” mindset - Proficient in English - General understanding of the power and electric markets, including congestion, its drivers, and impacts (preferred) - Experience in Power and Renewables (Solar, Wind, Utilities, Grid, or the general energy space) (preferred) - Experience with CRM platforms (e.g., Salesforce) and Atlassian tools (e.g., Jira, Confluence) (preferred) - Grafana and/or Databricks experience (preferred) - Experience with Power Automate (preferred) - Proficiency with Microsoft 365 Suite (preferred) - Certifications such as ITIL, CompTIA+ (preferred) Physical Demands - Ability to sit for long periods, work on a computer with repetitive motions, and utilize devices typically in an office environment. - Travel requirements: 0% or as required for company needs.