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Support Enablement Specialist

Tutor Intelligence

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Location:
United States, Watertown

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

75000.00 - 120000.00 USD / Year
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Job Description:

We’re looking for a Support Enablement Specialist who bridges tech support, data, and documentation. You’ll own the internal toolkit: playbooks, knowledge base, training, and analytics that empower our support and field operations teams to deliver consistent, high-quality service. You’ll work cross-functionally with Support, Engineering, and Operations to ensure our teams are supported, our data is clean, and our process flows are sharp.

Job Responsibility:

  • Develop and maintain comprehensive support playbooks, troubleshooting guides, escalation workflows, and onboarding/training materials for support and field teams
  • Serve as the go-to person for support knowledge: keep our knowledge-base current, searchable, and aligned with best practices
  • Query and analyze operational/support data (SQL, Sheets/Excel) to identify recurring issues, training gaps, and process improvement opportunities
  • Build dashboards/visualizations (Metabase or similar) to monitor support/field enablement KPIs (e.g., time-to-resolution, knowledge base usage, incident recurrence, onboarding ramp time)
  • Collaborate with Engineering and Operations to triage systemic support issues, gather root-cause insights, turn those into training/knowledge updates, and validate post-fix documentation
  • Partner with the Support Manager to ensure consistent process adherence, coverage across shifts/sites, and accurate documentation/practices across global teams
  • Own enablement experiments: define metrics, implement pilot training/process changes, track outcomes and surface results to leadership

Requirements:

  • 2+ years experience in technical support, support operations, or high-volume service environments (including strong hands-on troubleshooting background)
  • Proficiency with SQL and Excel/Google Sheets for querying, analysis and reporting on operational data
  • Experience building dashboards and visualizations with tools such as Metabase
  • Solid understanding of process design, documentation standards, knowledge-management best practices, and continuous improvement mindset
  • Comfortable collaborating across functions (Engineering, Field Ops, Support) and able to translate technical detail into actionable internal enablement content
  • Excellent written and verbal communication skills
  • an ability to distill complex technical issues into clear guides/training
  • Highly organized, self-directed, and proactive in identifying improvement opportunities

Nice to have:

  • Experience in 24/7 operations, incident response or alert-driven support workflows
  • Background in robotics, logistics, manufacturing or embedded systems
  • Familiarity with automation tools or scripting (Zapier, internal scripts, Airflow etc)
What we offer:
  • fully employer-covered health and dental insurance
  • a managed 401(k)
  • regular in-office meals
  • social events
  • collaborative, low-ego work culture

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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