Technical Support Engineer

NetDocuments • Lehi, UT

8d • Hybrid

About The Position

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. 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.

Requirements

• 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
• 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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree