Technical Support Engineer

NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to hrgroup@netdocuments.com so our team members can review. About NetDocuments At NetDocuments, we're shaping the future of legal work. We believe legal professionals should spend less time searching for information and managing documents, and more time solving complex problems, serving clients, and delivering meaningful outcomes. That's why we're building technology that helps organizations work smarter, collaborate more effectively, and unlock the full value of their institutional knowledge. Our team is redefining what's possible for legal technology. NetDocuments is the trusted intelligent document management platform for legal professionals and the company behind the industry's first and only legal context graph—a breakthrough that gives legal professionals and AI a richer understanding of how matters, documents, people, and knowledge connect across an organization while respecting enterprise-grade security, governance, permissions, and ethical walls. Innovation is only part of our story. We believe our greatest strength is our people. We foster a collaborative, inclusive, and high-performing culture where curiosity is encouraged, diverse perspectives are valued, and employees are empowered to make a meaningful impact. Whether you're building products, serving customers, or supporting the business, your work helps shape the future of one of the world's most trusted legal technology platforms. That commitment to our employees and customers has earned us recognition as one of the nation's top workplaces, including: Four consecutive appearances on the Inc. 5000 list of America's Fastest-Growing Private Companies Five-time Top Workplace USA winner Five-time Salt Lake Tribune Top Workplace Multiple Top Workplaces Culture Excellence awards recognizing innovation, employee appreciation, work-life flexibility, and compensation & benefits If you're excited to solve meaningful challenges, work alongside talented colleagues, and help define the next generation of legal technology, we'd love to meet you.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 #LI-HYBRID #LI-REMOTE Equal Opportunity 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.