Technical Support Engineer

NetDocuments; Lehi (UT); Hybrid; USD 60,000 - 90,000; Full time

Job summary

NetDocuments seeks a Technical Support Engineer to provide support via web/email and phone for the NetDocuments platform, interfacing with B2B customers. The role reports to the Customer Support Manager and requires the ability to troubleshoot and resolve technical questions from enterprise clients.

You will become proficient in NetDocuments products, manage support cases, and contribute to knowledge base articles. Optional after-hours on-call shifts are paid.

Qualifications

• Experience supporting B2B software platforms.
• Ability to troubleshoot complex technical issues.
• Strong communication with customers.
• Familiarity with support portals and CRM tools.

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.
• Assist in after hours on-call Support rotation (optional and paid).
• Other duties as assigned

Skills

Technical Support

Troubleshooting

Customer Service

B2B Software

Tools

CRM systems

Support Portal

Job description

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 [e-mail] m 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 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 aTechnical Support Engineer toprovide 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