Sr. Technical Support Engineer

NetDocuments; United States; On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

90% healthcare premiums company covered

HSA company contribution

401K match at 4% with no vesting period

Flexible time off typically 3 to 4 weeks a year

Twice a year merit increases

Job summary

A leading cloud document management company is seeking a Technical Support Engineer to resolve technical complications primarily for B2B clients. Responsibilities include troubleshooting technical problems, managing Support Cases, and participating in the software development lifecycle. Ideal candidates will have a degree in Computer Science or IT, at least 2 years of relevant experience, and be familiar with various operating systems and troubleshooting tools. The position offers comprehensive benefits and competitive compensation.

Qualifications

• 2+ years’ relevant experience in a technical specific role.
• Experience using Windows 7-11, OSX Sierra-Big Sur, Office 2010-365, iOS/Android.
• Experience troubleshooting issues with Command Line/Terminal, Windows Registry.

Responsibilities

• Provide support interfacing with customers to resolve technical complications.
• Troubleshoot technical problems and manage Support Cases.
• Participate in software development lifecycle through diagnosis.

Skills

Technical Capacity

Customer Focus

Problem Solving

Communication Proficiency

Task Management

Education

Associates or bachelor’s degree in computer science or IT

Tools

Fiddler

Wireshark

MS SQL

Active Directory

Job description

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, 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

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
  • 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 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

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.

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.