Become highly proficient in the NetDocuments platform, architecture, and integrations, including migration tools such as ndImport, ndToolkit, etc.
Own and manage partner-submitted Support Cases from creation through resolution
Troubleshoot complex technical issues reported by partners, going beyond standard documentation to identify root causes
Reproduce issues in controlled environments and document clear, detailed replication steps
Analyze system behavior using logs, diagnostic tools, and network traces. Identify patterns 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 to facilitate efficient issue resolution
Communicate clearly and effectively through written case updates and live collaboration sessions when needed
Escalate issues appropriately while maintaining ownership and accountability for case progress
Stay current on NetDocuments releases, enhancements, and platform capabilities
Contribute to documentation and knowledge sharing to improve team collaboration and enable partners to self-serve solutions
Participate in an on-call rotation to support critical partner needs during go-live events (rare but important)

Requirements

2+ years of experience working with NetDocuments (strongly preferred)
2+ years of experience in a technical support, engineering, or similar role
Proven ability to troubleshoot complex software issues and identify root 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

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)
10 paid holidays
Monthly contributions for life activities & wellness
Access to LinkedIn learning with monthly dedicated time to explore

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

NetDocumentstroubleshootingdiagnostic toolsnetwork tracesauthentication technologiesSAMLclient/server applicationscloud-based applicationsWindows operating systemmacOS operating system

Soft Skills

communicationcollaborationproblem-solvingrelationship buildingaccountabilitydocumentationknowledge sharingownership