What are the responsibilities and job description for the Technical Support Engineer position at NetDocuments?
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 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. Other recent awards include:
- 2023 National Top Workplaces
- Two-time winner (2021, 2022) Top Workplace in the US by the Salt Lake Tribune
- Two-time winner (2021, 2022) Utah’s Best Companies to Work for by Utah Business magazine
- 2022 Employee Appreciation and Employee Well Being by the Salt Lake Tribune
- 2022 Top Workplace in the US by the Salt Lake Tribune for the Technology Industry
- 2022 Top Workplace in the US by the Salt Lake Tribune for Compensation & Benefits
- 2022 Top Workplace in the US by the Salt Lake Tribune for Work-Life Flexibility
- 2021 Top Workplace in the US by the Salt Lake Tribune for Remote Work
- 2021 Top Workplace in the US by the Salt Lake Tribune for Top Managers
- 2021 Top Workplace in the US by the Salt Lake Tribune for Compensation
- 2021 Coolest Tech Companies to Work for by Dev Mountain
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.
What your contributions will be:
- Trouble-shoot technical problems and re-solve issues for customers using the NetDocuments platform
- Quickly ramp-up on new releases, enhancements, and product functionality to ensure successful support for customers
- Manage and respond to incoming support tickets
- Answer incoming customer phone calls
- Interact with customers in the online community
- Create internal and customer-facing knowledgebase
- Provides timely feedback to the appropriate cross-functional teams regarding service failures and/or customer concerns
- Assist in after hour on-call support rotation
- Other duties as assigned
What you will bring to the team:
- Technical Capacity
- Customer/Client Focus
- Problem Solving/Analysis
- Communication Proficiency
- Organizational and Task Management Ability
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.
Ideally you will have:
- Experience with the following Systems: Windows 7-11, OSX Sierra-Big Sur, Office 2010-365, IOS/Android, Command Line/Terminal, Registry, Active Directory, SQL, Citrix, REST API, SAML Authentication
- Experience with the following Tools: Fiddler, Wireshark, Splunk
What you will receive:
- 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
NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and/or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate. NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment.
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