TECHNICAL SUPPORT ENGINEER

Netdocuments - San Jose, CA

Full-time - Entry Level

San Jose, CA

Publishing Industries

About the position

NetDocuments is seeking a Support team member to provide exceptional technical assistance for its cloud-based content management platform, primarily serving legal professionals. This role emphasizes problem-solving, customer support, and technical proficiency, contributing to the company's mission of empowering users and enhancing their experience with the platform.

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 to ensure successful support for customers
• Assist in after hours on-call Support rotation (optional and paid)
• Other duties as assigned

Requirements

• Associates or bachelor's degree in Computer Science or 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

Nice-to-haves

• Experience with MS SQL, Couchbase, Citrix, REST API, SAML Authentication
• Experience with tools like Fiddler or Wireshark, Splunk, Windows Administrative Tools (Event Viewer, Task Manager, Process Monitor), Browser-based Dev tools

Benefits

• 90% healthcare premiums company covered
• HSA company contribution
• 401K match at 4% with immediate vesting
• Flexible PTO (typically 3 to 4 weeks a year)
• 9 paid holidays
• Monthly contributions for wellness
• Access to LinkedIn learning with monthly dedicated time to explore