Sr. Technical 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! About the opportunity: NetDocuments is seeking a Technical Support Engineer to provide support interfacing primarily via web/email and phone with customers to resolve technical complications within the NetDocuments platform. The Technical Support Engineer will report to the Customer Support Manager. The ideal candidate will have experience and understand troubleshooting technical questions from B2B clients. What your contributions will be: • Become technically proficient in the NetDocuments suite of products • Answer incoming phone calls and own incoming Support Cases through our Support Portal • Troubleshoot technical problems and resolve issues for customers using the NetDocuments platform • Manage and respond to your backlog of Support Cases in a timely fashion • Own your Support Cases from creation through resolution • Participate in the Software Development lifecycle through diagnosis and reporting of new and known issues • Participate in KCS by creating and editing Knowledge Base articles • Quickly ramp up on new releases, enhancements, and product functionality to ensure successful support for customers • Assist in after hours on-call Support rotation (optional and paid) • Other duties as assigned What you will bring to the team: • Technical Capacity – you know your way around an Operating System and are actively interested in the technology that makes the world run • Customer Focus – you are empathetic and able to understand the pain points your customer is facing • Problem Solving – you can see the difference between the desired result and the observed result and can think tactically about how to get there • Communication Proficiency – you are an active listener and know how to help customers and peers understand any issue whether in writing or on the phone • Task Management – you own your day and can prioritize it accordingly while balancing the needs of your incoming work What you will need for success: • Associates or bachelor’s degree in computer science or IT related field or equivalent experience • 2+ years’ relevant experience in a technical specific role • Experience using and/or troubleshooting issues with: • Windows 7-11 • OSX Sierra-Big Sur • Office 2010-365 • iOS/Android • Command Line/Terminal • Windows Registry • Active Directory Ideally you will have: Experience with the following Systems: • MS SQL • Couchbase • Citrix • REST API • SAML Authentication Experience with the following Tools: • Fiddler or Wireshark • Splunk • Windows Administrative Tools (Event Viewer, Task Manager, Process Monitor) • Browser-based Dev tools • Claude or similar AI tools What you will receive: • 90% healthcare premiums company covered • HSA company contribution • 401K match at 4% with no vesting period • Twice a year merit increases • Flexible time off typically 3 to 4 weeks a year, not including the 9 paid holidays • Authenticity and accountability from leadership • Connection, access, and mentorship from exceptional leaders • Growing company with opportunities for advancement Compensation Transparency The compensation range for this position is: $55,000 - $60,000 The posted cash compensation for this position includes on target earnings. 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.