Technical Support Engineer

This is a fully remote position, open to applicants in Utah.

📋 Description

• Achieve technical expertise in the NetDocuments suite of products.

• Handle incoming phone inquiries and manage Support Cases via the Support Portal.

• Diagnose technical issues and resolve customer problems using the NetDocuments platform.

• Oversee and respond to a queue of Support Cases efficiently.

• Manage Support Cases from initiation to resolution.

• Engage in the Software Development Lifecycle by identifying and reporting new and existing issues.

• Contribute to KCS by generating and refining Knowledge Base articles.

• Stay updated on new releases, enhancements, and product functionalities to assist customers effectively.

• Participate in the optional, compensated after-hours on-call Support rotation.

• Perform additional tasks as assigned.

• Report directly to the Customer Support Manager.

⛳️ Requirements

• An associate or bachelor’s degree in computer science, IT-related field, or equivalent experience.

• A minimum of 2 years of relevant experience in a technical role.

• Proficiency in using and/or troubleshooting Windows 7-11.

• Familiarity with using and/or troubleshooting OSX Sierra-Golden Gate.

• Experience with using and/or troubleshooting Office 2010-365.

• Knowledge of using and/or troubleshooting iOS/Android.

• Competence in using and/or troubleshooting Command Line/Terminal.

• Understanding of using and/or troubleshooting Windows Registry.

• Experience with using and/or troubleshooting Active Directory.

• Technical knowledge of operating systems.

• A customer-oriented approach to troubleshooting.

• Strong problem-solving skills.

• Proficiency in written and verbal communication.

• Ability to prioritize and manage tasks effectively.

• Ideally: experience with MS SQL, Couchbase, Citrix, REST API, SAML Authentication, Fiddler or Wireshark, Splunk or Datadog, Windows Administrative Tools, browser-based developer tools, and Claude or similar AI tools.

🏝️ Benefits

• 90% of healthcare premiums covered by the company.

• Company contributions to HSA.

• 401K matching at 4% with immediate vesting.

• Flexible PTO, typically ranging from 3 to 4 weeks annually.

• 10 paid holidays.

• Monthly wellness contributions.

• Access to LinkedIn Learning with dedicated monthly time to explore new skills.

• Participation in the optional and paid after-hours on-call Support rotation.