Technical Support Engineer

NetDocuments is hiring a Technical Support Engineer to help customers resolve technical issues with its legal document management platform. The role handles phone and portal support cases, troubleshoots customer problems, and contributes to issue reporting and knowledge-base content.

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

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-Golden Gate
  • Office 2010-365
  • iOS/Android
  • Command Line/Terminal
  • Windows Registry
  • Active Directory
• MS SQL
• Couchbase
• Citrix
• REST API
• SAML Authentication
• Fiddler or Wireshark
• Splunk or Datadog
• Windows Administrative Tools (Event Viewer, Task Manager, Process Monitor)
• Browser-based Dev tools
• Claude or similar AI tools