Product Support Engineer

NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to hrgroup@netdocuments.com so our team members can review.

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 2022,  2023, & 2024 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:

NetDocuments is seeking a Product Support Engineer to be responsible for comprehensive product knowledge in all aspects of the NetDocuments software lineup. The ideal candidate will have the ability to troubleshoot and resolve complex customer issues, create and share in-depth technical knowledge within their assigned products or components, and act as a customer advocate to other areas of the business by using data analysis to make recommendations for product improvements all with the mission of reducing resolution time for the organization and preventing incidents.

What your contributions will be:

• Analyze, troubleshoot, and resolve issues related to the system and software functions of NetDocuments products. This may involve tools such as code reviews, software log data mining, and troubleshooting across a wide variety of third-party software applications and platforms.
• Communicate professionally and effectively with senior level customer management (C-Level executives, IT Directors, Managing Partners, etc.) or other customer designated representatives about critical issues, action plans, and proposed solutions as an authoritative representative of NetDocuments.
• Create, update, and approve in-depth technical knowledge for NetDocuments’ products with the goal of reducing the time to resolution for Support incidents as well as improving our customers’ ability to use and adopt our products without requiring direct Support engagement.
• Engage on escalations with both internal and external customers matching the urgency of the situation to produce the desired result.
• Act as an internal escalation resource for Technical Support Engineers to provide guidance and build action plans on escalated cases.
• Train and mentor Technical Support Engineers through onboarding, monthly technical trainings, and individual instruction.
• Approve product defect submissions and understand customer impact in order to prioritize work items with Product and Engineering teams during weekly meetings.

• Coordinate