Technical Support Engineer

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-Golden Gate

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 or Datadog

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 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

Compensation Transparency

The compensation range for this position is: $55,000 - $65,000

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

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Equal Opportunity