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About NetDocuments
At NetDocuments , we're shaping the future of legal work. We believe legal professionals should spend less time searching for information and managing documents, and more time solving complex problems, serving clients, and delivering meaningful outcomes. That's why we're building technology that helps organizations work smarter, collaborate more effectively, and unlock the full value of their institutional knowledge.
Our team is redefining what's possible for legal technology. NetDocuments is the trusted intelligent document management platform for legal professionals and the company behind the industry's first and only legal context graph—a breakthrough that gives legal professionals and AI a richer understanding of how matters, documents, people, and knowledge connect across an organization while respecting enterprise-grade security, governance, permissions, and ethical walls.
Innovation is only part of our story. We believe our greatest strength is our people. We foster a collaborative, inclusive, and high-performing culture where curiosity is encouraged, diverse perspectives are valued, and employees are empowered to make a meaningful impact. Whether you're building products, serving customers, or supporting the business, your work helps shape the future of one of the world's most trusted legal technology platforms.
That commitment to our employees and customers has earned us recognition as one of the nation's top workplaces, including:
Four consecutive appearances on the Inc. 5000 list of America's Fastest-Growing Private Companies Five-time Top Workplace USA winner
Five-time Salt Lake Tribune Top Workplace
Multiple Top Workplaces Culture Excellence awards recognizing innovation, employee appreciation, work-life flexibility, and compensation & benefits If you're excited to solve meaningful challenges, work alongside talented colleagues, and help define the next generation of legal technology, we'd love to meet you.
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:
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
What you will bring to the team:
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-Golden Gate
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 or Datadog
Windows Administrative Tools (Event Viewer, Task Manager, Process Monitor)
Browser-based Dev tools
Claude or similar AI tools
What you will receive:
90% healthcare premiums company covered
HSA company contribution
401K match at 4% with immediate vesting
Flexible PTO (typically 3 to 4 weeks a year)
10 paid holidays
Monthly contributions for wellness
Access to LinkedIn Learning with monthly dedicated time to explore
Compensation Transparency
The compensation range for this position is: $55,000 - $65,000
The posted cash compensation for this position includes on target earnings. Some roles may qualify for overtime pay. Individual compensation packages are determined based on various factors specific to each candidate, such as career level, skills, experience, geographic location, qualifications, and other job-related considerations
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.
