Technical Support Engineer
About The Position
NetDocuments is seeking a Technical Support Engineer to support customers primarily through web/email and phone, resolving technical complications within the NetDocuments platform. The position reports to the Customer Support Manager and is suited to someone experienced in troubleshooting technical questions for B2B clients. The engineer will become proficient in NetDocuments products, manage support cases from creation through resolution, troubleshoot customer issues, and contribute to diagnosing and reporting product issues in the software development lifecycle. The role also involves creating and editing Knowledge Base articles and keeping current with releases, enhancements, and product functionality. Participation in the after-hours on-call support rotation is optional and paid.
Requirements
- Associate's or bachelor's degree in computer science or an IT-related field, or equivalent experience.
- At least 2 years of relevant experience in a technical-specific role.
- Experience using and/or troubleshooting Windows 7–11.
- Experience using and/or troubleshooting OSX Sierra–Golden Gate.
- Experience using and/or troubleshooting Office 2010–365.
- Experience using and/or troubleshooting iOS/Android.
- Experience using and/or troubleshooting Command Line/Terminal.
- Experience using and/or troubleshooting Windows Registry.
- Experience using and/or troubleshooting Active Directory.
- Technical capacity and familiarity with operating systems, along with an active interest in technology.
- Customer focus, empathy, and ability to understand customer pain points.
- Problem-solving ability, including comparing desired and observed results and thinking tactically about solutions.
- Communication proficiency, including active listening and explaining issues to customers and peers in writing and by phone.
- Task-management skills, including prioritizing work and balancing incoming needs.
Nice To Haves
- Experience with MS SQL.
- Experience with Couchbase.
- Experience with Citrix.
- Experience with REST API.
- Experience with SAML Authentication.
- Experience with Fiddler or Wireshark.
- Experience with Splunk or Datadog.
- Experience with Windows Administrative Tools such as Event Viewer, Task Manager, and Process Monitor.
- Experience with browser-based development tools.
- Experience with Claude or similar AI tools.
Responsibilities
- Become technically proficient in the NetDocuments suite of products.
- Answer incoming phone calls and own incoming Support Cases through the Support Portal.
- Troubleshoot technical problems and resolve issues for customers using the NetDocuments platform.
- Manage and respond to a backlog of Support Cases in a timely fashion.
- Own 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 customer support.
- Assist in the after-hours on-call Support rotation; participation is optional and paid.
- Perform other duties as assigned.
Benefits
- 90% of healthcare premiums covered by the company.
- Company HSA contribution.
- 401(k) match at 4% with immediate vesting.
- Flexible PTO, typically 3 to 4 weeks a year.
- 10 paid holidays.
- Monthly contributions for wellness.
- Access to LinkedIn Learning with monthly dedicated time to explore.
- Optional, paid participation in the after-hours on-call Support rotation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
