Technical Support Engineer

Technical Support Lehi, Utah


NetDocuments (ND), recently was named as a “Top Workplace in the US” for Work-Life Flexibility, Top Managers, Remote Work, Compensation & Benefits and a Top Workplace by the Salt Lake Tribune and Best Companies to Work for by Utah Business magazine.  We win together through passionate hard work, exploring new things, and recognizing every interaction matters.  ND is a hybrid, remote-friendly workplace.


Now, who we are… We help legal professionals do their best work.  ND offers document management, email management and collaboration technology complete with disaster recovery, enterprise search, and matter centricity features. Our 5 solutions; ORGANIZE, PROTECT, PLAN, DELIVER, and LEARN, create a structure, and provide a framework that helps legal professionals work inspired each day.


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:

  • Trouble-shoot technical problems and re-solve issues for customers using the NetDocuments platform
  • Quickly ramp-up on new releases, enhancements, and product functionality to ensure successful support for customers
  • Manage and respond to incoming support tickets
  • Answer incoming customer phone calls
  • Interact with customers in the online community
  • Create internal and customer-facing knowledgebase
  • Provides timely feedback to the appropriate cross-functional teams regarding service failures and/or customer concerns
  • Assist in after hour on-call support rotation
  • Other duties as assigned


What you will bring to the team:

  • Technical Capacity
  • Customer/Client Focus
  • Problem Solving/Analysis
  • Communication Proficiency
  • Organizational and Task Management Ability


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.


Ideally you will have:

  • Experience with the following Systems: Windows 7-11, OSX Sierra-Big Sur, Office 2010-365, IOS/Android, Command Line/Terminal, Registry, Active Directory, SQL, Citrix, REST API, SAML Authentication
  • Experience with the following Tools: Fiddler, Wireshark, Splunk


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


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.