Senior Technical Support Engineer
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Job Description
Technical Support Engineer resolving customer technical issues with the NetDocuments platform. Supporting clients via calls and support cases, ensuring timely resolutions.
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
Benefits:
- 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
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