Technical Support Engineer: Solve Complex Legal Tech Issues

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 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.