Service Enablement Engineer Lead at NWN – Boston, Massachusetts

Service Enablement Engineer Lead

US-MA-Boston

Job ID: 2025-7165
Type: Regular Full-Time
# of Openings: 1
Category: CUSTOMER SUCCESS
Remote - United States

Responsibilities

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.

Qualifications

• H.S. Diploma or General Education Degree (GED) Required
• Bachelor’s Degree in Arts/Sciences (BA/BS) Advanced degree in Engineering or similar field Preferred
• Technical Expertise: Solid understanding of cloud platforms (AWS, Azure, GCP), networking, security, and monitoring tools (e.g., OpsRamp, Zenoss, Nectar).
• ITIL Knowledge: Familiarity with service management frameworks like ITIL.
• Experience with Microsoft Office – intermediate to advanced
• Demonstrated expertise in multiple technology disciplines or advanced certifications (e.g., CCNP, MCSE, ITIL, etc.).
• Thrive in an environment of multiple shifting priorities.
• Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision, managing deadlines, and completing tasks on time.
• Gains insight from big pictures to enhance tactical steps
• Able to present point of view to gain buy in and drive change.
• Exposure to enterprise environments or MSP (Managed Service Provider) setting
• Customer-Focused Mindset: Understanding of SLAs, SLOs, and the impact of technical decisions on customer satisfaction/experience.
• Collaboration: Experience working in cross-functional teams (engineering, operations, customer success).
• Automation Experience: Scripting or automation (Python, PowerShell, or Ansible) to improve service delivery efficiency.
• Assist in enforcing Security compliance for tooling and procedures.
• Proven leadership, mentoring, and project management experience.
• Exceptional communication, organizational, and analytical skills
• Strong ability to work independently and lead teams in high-pressure situations
• ITIL Foundations v3 ITIL Foundation Certification
• Certification in Project Management

Remote: Job duties are performed from the employee’s home 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

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans