Implementation Support Engineer at Netdocuments

NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to [Upgrade to PRO to see contact] so our team members can review. NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters. NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team. At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2022, 2023, & 2024 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. Other recent awards include: • Two-time winner (2024, 2023) National Top Workplaces • Two-time winner (2024, 2023) Top Workplace innovation • Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune • Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine • Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility • Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits • 2024 Cultural Excellence • 2024 Technology Industry • 2023 Top Workplace Leadership • 2023 Top Workplace Purpose & Values • 2022 Top Workplace Employee Appreciation and Employee Well Being NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! Your Opportunity for Impact As an Implementation Support Engineer, you will play a critical role in enabling the success of NetDocuments’ partner ecosystem by helping resolve complex technical challenges that arise during implementations and pre-go-live scenarios. You’ll work directly with implementation partners to troubleshoot and identify the root cause of issues, make recommendations for architecture best practices, and ensure successful deployment of the NetDocuments platform. This role is ideal for someone who thrives in deep technical problem-solving while building strong collaborative relationships with our Implementation Partners. Your work will directly impact successful customer go-lives and ultimately their long-term success. The ideal candidate should be comfortable navigating ambiguous situations, staying composed and communicating clearly when a partner is under pressure, and being proactive in driving cases toward resolution. What You’ll Do • Become highly proficient in the NetDocuments platform, architecture, and integrations, including migration tools such as ndImport, ndToolkit, etc. • Own and manage partner-submitted Support Cases from creation through resolution • Troubleshoot complex technical issues reported by partners, going beyond standard documentation to identify root causes • Reproduce issues in controlled environments and document clear, detailed replication steps • Analyze system behavior using logs, diagnostic tools, and network traces. Identify patterns by parsing and interpreting application or server logs. • Collaborate directly with partners to understand implementation challenges and guide them toward effective resolutions and best practices • Build strong working relationships with partners to facilitate efficient issue resolution • Communicate clearly and effectively through written case updates and live collaboration sessions when needed • Escalate issues appropriately while maintaining ownership and accountability for case progress • Stay current on NetDocuments releases, enhancements, and platform capabilities • Contribute to documentation and knowledge sharing to improve team collaboration and enable partners to self-serve solutions • Participate in an on-call rotation to support critical partner needs during go-live events (rare but important) What You’ll Need to be Successful • 2+ years of experience working with NetDocuments (strongly preferred) • 2+ years of experience in a technical support, engineering, or similar role • Proven ability to troubleshoot complex software issues and identify root causes • Experience reproducing issues and using diagnostic tools to analyze system behavior Strong understanding of: • Authentication technologies (e.g., SAML, identity providers) • Networking fundamentals and network-level troubleshooting • Client/server and cloud-based application behavior • Experience working with: • Windows and/or macOS operating systems • Microsoft Office / M365 environments • Web browsers and browser-based developer tools What Will Make You Stand Out • Experience supporting NetDocuments in a partner, consulting, or customer-facing environment • Experience with SQL and database concepts, including ability to write basic queries to retrieve and filter data for diagnostic and investigative purposes (strongly preferred) • Familiarity with REST APIs and integrations • Experience with troubleshooting tools such as Fiddler, Wireshark, or similar • Proficiency with browser development tools (network tab, HAR file capture, console errors) • Experience working in SaaS or cloud-based platforms • Understanding of document management systems (DMS) or legal technology environments What You’ll Love About NetDocuments • The People! • 90% healthcare premiums company covered • HSA company contribution • 401K match at 4% with immediate vesting • Flexible PTO (typically 3 to 4 weeks a year) • 10 paid holidays • Monthly contributions for life activities & wellness • Access to LinkedIn learning with monthly dedicated time to explore   Compensation Transparency The compensation range for this position is:  $75,000 - $80,000 The posted cash compensation for this position includes on target earnings, base salary and variable if applicable. Some roles may qualify for overtime pay. Individual compensation packages are determined based on various factors specific to each candidate, such as career level, skills, experience, geographic location, qualifications, and other job-related considerations #LI-HYBRID #LI-REMOTE Equal Opportunity NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and/or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate. NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment.