Implementation Support Engineer

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NetDocuments is the worlds #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 list of Inc. Magazines 5000 Fastest-Growing Private Companies in America.

Other recent awards include:

• Two-time winner () National Top Workplaces
• Two-time winner () Top Workplace innovation
• Three-time winner () Top Workplace in the US by the Salt Lake Tribune
• Three-time winner () Best Companies to Work for by Utah Business magazine
• Three-time winner ( 2022) Top Workplace Work-Life Flexibility
• Three-time winner ( 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

AsanImplementationSupport Engineer you will play a critical role in enabling the success of NetDocuments partner ecosystem by helping resolve complex technical challenges that arise during implementations and pre-go-live directly with implementation partners to troubleshootandidentifythe root cause ofissuesmake recommendations for architecture best practicesand ensure successful deployment of the NetDocuments platform.

This role is ideal for someone who thrives in deep technical problem-solving while building strong collaborative relationships withour Implementation work will directlyimpactsuccessfulcustomergo-lives ideal candidate should be comfortablenavigatingambiguoussituations stayingcomposed and communicatingclearly when a partner is under pressure and beingproactive in driving cases toward resolution.

WhatYoullDo

• Become highly proficient in the NetDocuments platform architecture and integrations including migration tools such asndImportndToolkit etc.
• Own and manage partner-submitted Support Cases from creation through resolution
• Troubleshoot complex technical issues reported by partners going beyond standard documentation toidentifyroot causes
• Reproduce issues in controlled environments and document clear detailed replication steps
• Analyze system behavior using logs diagnostic tools and network by parsing and interpreting application or server logs.
• Collaborate directly with partners to understand implementation challenges and guide them toward effective resolutions and best practices
• Build strong working relationships with partners tofacilitateefficient issue resolution
• Communicate clearly and effectively through written case updates and live collaboration sessions when needed
• Escalate issues appropriately whilemaintainingownership and accountability for case progress
• Stay current on NetDocuments releases enhancements and platform capabilities
• Contribute to documentation and knowledge sharing to improve teamcollaboration and enable partners to self-servesolutions
• Participate in an on-call rotation to support critical partner needs during go-live events (rare but important)

WhatYoullNeed to be Successful

• 2 years of experience working with NetDocuments (strongly preferred)
• 2 years of experience ina technicalsupport engineering or similar role
• Proven ability to troubleshoot complex software issues andidentifyroot causes
• Experience reproducing issues and using diagnostic tools to analyze system behavior

Strong understanding of:

• Authentication technologies (e.g. SAML identity providers)
• Networking fundamentals and network-level troubleshooting
• Client/server and cloud-based application behavior
• Experience working with:
• Windows and/or macOS operating systems
• Microsoft Office / M365 environments
• Web browsers and browser-based developer tools

What Will Make You Stand Out

• Experience supporting NetDocuments in a partner consulting or customer-facing environment
• Experience with SQL and database concepts including ability to write basic queries to retrieve and filter data for diagnostic and investigative purposes(strongly preferred)
• Familiarity with REST APIs and integrations
• Experience with troubleshooting tools such as Fiddler Wireshark or similar
• Proficiencywith browser development tools (network tab HAR file capture console errors)
• Experience working in SaaS or cloud-based platforms
• Understanding of document management systems (DMS) or legal technology environments

WhatYoullLove AboutNetDocuments

• The People!
• 90% healthcare premiums company covered
• HSA company contribution
• 401K match at 4% with immediate vesting
• Flexible PTO (typically 3 to 4 weeks a year)
• 10paid holidays
• Monthly contributions forlife activities &wellness
• Access to LinkedIn learning with monthly dedicated time to explore

Compensation Transparency

The compensation range for this position is: $75000 - $80000

The posted cash compensation for this position includeson target earnings base salary and variable if applicable. 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

#LI-HYBRID

#LI-REMOTE

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.