Service Enablement Engineer Lead

Service Enablement Engineer Lead

The Service Enablement Engineer Lead plays a key role in driving the operational readiness and technical enablement of managed service teams. This role bridges the gap between service delivery, professional services engineering, and customer success by ensuring managed services teams are equipped with the tools, knowledge, processes, and documentation needed to deliver high-quality services at scale.

• Define, document, and execute onboarding procedures for services and systems, ensuring operational readiness, observability standards, and completion of all prerequisite tasks.
• Ensure accurate integration with monitoring platforms, CMDB requirements, and SKU-to-service alignment by collaborating with product, operations, engineering, and billing teams.
• Create, maintain, and standardize technical documentation, runbooks, onboarding workflows, and operating procedures to ensure consistency across managed services.
• Maintain audit trails for onboarding and enablement activities, enforce procedural compliance, and ensure data integrity across internal systems and client-facing platforms.
• Implement and manage secure remote access solutions, ensuring provisioning, de-provisioning, and access controls comply with security and regulatory requirements.
• Identify and automate repetitive processes using scripting or orchestration tools and integrate automation into onboarding and operational workflows to improve scalability.
• Manage and prioritize service enablement requests through ITSM systems, ensuring visibility, SLA adherence, and timely resolution.
• Partner with engineering, operations, customer success, security, and product teams to resolve implementation challenges and drive continuous process improvement.
• Support the development and launch of new service offerings by contributing to enablement playbooks, service build guides, and internal knowledge transfer.
• Make independent decisions on complex technical issues, establish enablement standards, and provide subject-matter expertise across multiple technology domains.
• Mentor and coach Service Enablement Engineers, Technicians, and Specialists through training, technical guidance, and best-practice reinforcement.
• Apply a customer-focused mindset by understanding SLAs/SLOs and ensuring enablement decisions support service quality, reliability, and customer experience.

Remote: Job duties are performed from the employee's home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

Requires Travel - Yes

Requires Overtime - Yes