TECHNICAL SUPPORT ENGINEER

Company: NetDocuments
Location: San Jose
Posted on: November 8, 2024

Job Description:

Description

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NetDocuments is the world's #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters.

NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team.

At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2024, 2023, and 2022 list of Inc. Magazine's 5000 Fastest-Growing Private Companies in America.

Other Recent Awards Include:

• Two-time winner (2024, 2023) National Top Workplaces
• Two-time winner (2024, 2023) Top Workplace innovation
• Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune
• Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine
• Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility
• Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits
• 2024 Cultural Excellence
• 2024 Technology Industry
• 2023 Top Workplace Leadership
• 2023 Top Workplace Purpose & Values
• 2022 Top Workplace Employee Appreciation and Employee Well Being
  
  
  NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day!
  
  Your Opportunity For Impact:
  
  At NetDocuments Support, we strive to be a world class problem-solving organization that empowers our customers to be self-sufficient. As a member of this team, you'll be supporting the world's #1 trusted cloud platform where legal professionals do their best work. From cloud computing to AI, this role will challenge you and drive your professional growth!
  
  Your Contributions:
  
  As part of NetDocuments Support, you will:
  
  
  • 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
    
    
    Your Contributions:
    
    
    • Technical Capacity - you know your way around an Operating System and are actively interested in the technology that makes the world run
    • Customer Focus - you are empathetic and able to understand the pain points your customer is facing
    • Problem Solving - you can see the difference between the desired result and the observed result and can think tactically about how to get there
    • Communication Proficiency - you are an active listener and know how to help customers and peers understand any issue whether in writing or on the phone
    • Task Management - you own your day and can prioritize it accordingly while balancing the needs of your incoming work
      
      
      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
      • 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
          Ideally You Will Have:
          
          
          • Experience with the following Systems:
            • MS SQL
            • Couchbase
            • Citrix
            • REST API
            • SAML Authentication
            • Experience with the following Tools:
              • 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
                  
                  
                  Equal Opportunity:
                  
                  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.
                  
                  
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Keywords: NetDocuments, Alameda , TECHNICAL SUPPORT ENGINEER, Engineering , San Jose, California