Implementation Support Engineer

NetDocuments•Lehi, UT

4d•$75,000 - $80,000•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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)