NetDocumentsRemote
Implementation Support Engineer
United States of America
Full Time
2 weeks ago
$75,000 - $80,000 USD
H1B Sponsor Likely
Key skills
NetDocuments platformTechnical supportSoftware troubleshootingRoot cause analysisDiagnostic toolsAuthentication technologiesSAMLIdentity providersNetworking fundamentalsNetwork troubleshootingClient/server applicationsCloud-based applicationsWindows operating systemmacOS operating systemMicrosoft OfficeMicrosoft 365Web browsersBrowser developer toolsSQLDatabase conceptsREST APIsFiddlerWiresharkSaaS platformsDocument management systemsLegal technologyGoSaaSCollaboration
About this role
NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. As an Implementation Support Engineer, you will resolve complex technical challenges during implementations and pre-go-live scenarios while collaborating with implementation partners to ensure successful deployment of the NetDocuments platform.
Responsibilities:
- 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 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)
- Strong understanding of networking fundamentals and network-level troubleshooting
- Strong understanding of client/server and cloud-based application behavior
- Experience working with Windows and/or macOS operating systems
- Experience working with Microsoft Office / M365 environments
- Experience working with web browsers and browser-based developer tools
- 2+ years of experience working with NetDocuments (strongly preferred)
- 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
- Proficiency with 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