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 role reports to the Customer Support Manager and is suited to someone experienced in troubleshooting technical questions from B2B clients. The Technical Support Engineer will develop technical proficiency across the NetDocuments product suite, respond to incoming calls and support cases, and manage cases through resolution. The role also contributes to software development by diagnosing and reporting product issues, creates and edits Knowledge Base articles, and keeps 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, OSX Sierra–Golden Gate, Office 2010–365, iOS/Android, Command Line/Terminal, Windows Registry, and Active Directory.
- Technical capacity and familiarity with operating systems, with an active interest in technology.
- Customer focus, empathy, and ability to understand customer pain points.
- Problem-solving skills, including identifying differences between desired and observed results and thinking tactically about solutions.
- Communication proficiency, including active listening and explaining issues to customers and peers in writing and over the phone.
- Task-management skills, including prioritizing work and balancing incoming needs.
Nice To Haves
- Experience with MS SQL, Couchbase, Citrix, REST API, or SAML Authentication.
- Experience with Fiddler or Wireshark.
- Experience with Splunk or Datadog.
- Experience with Windows Administrative Tools, including Event Viewer, Task Manager, and Process Monitor.
- Experience with browser-based developer 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 (optional and paid).
- Perform other duties as assigned.
Benefits
- Company covers 90% of healthcare premiums.
- 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
