[All remote jobs](https://jobicy.com/jobs.md)[![NetDocuments logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/d08d5ca3-221.png)](https://jobicy.com/company/netdocuments.md)[NetDocuments](https://jobicy.com/company/netdocuments.md) # Technical Support Engineer AI Summary NetDocuments is hiring a Technical Support Engineer to resolve customer issues across its legal document-management platform through web, email, and phone support. The role owns support cases from intake through resolution, troubleshoots technical issues, documents knowledge-base content, and reports product defects to development teams. Candidates need at least two years of relevant technical experience and familiarity with Windows, macOS, Microsoft Office, mobile platforms, Active Directory, and command-line tools. Preferred experience includes SQL, Couchbase, Citrix, REST APIs, SAML, network-debugging tools, and observability platforms. The position serves US-based remote candidates and includes optional paid after-hours on-call work.[Apply for this job](#job-application)[View company](https://jobicy.com/company/netdocuments.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 55k–65k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished7 Nov 2026Apply before7 Dec 2026Listing views61Application actions5Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. [NetDocuments](https://jobicy.com/company/netdocuments.md) 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](mailto:hrgroup@netdocuments.co) so our team members can review. About NetDocuments At NetDocuments, we’re shaping the future of legal work. We believe legal professionals should spend less time searching for information and managing documents, and more time solving complex problems, serving clients, and delivering meaningful outcomes. That’s why we’re building technology that helps organizations work smarter, collaborate more effectively, and unlock the full value of their institutional knowledge. Our team is redefining what’s possible for legal technology. NetDocuments is the trusted intelligent document management platform for legal professionals and the company behind the industry’s first and only legal context graph—a breakthrough that gives legal professionals and AI a richer understanding of how matters, documents, people, and knowledge connect across an organization while respecting enterprise-grade security, governance, permissions, and ethical walls. Innovation is only part of our story. We believe our greatest strength is our people. We foster a collaborative, inclusive, and high-performing culture where curiosity is encouraged, diverse perspectives are valued, and employees are empowered to make a meaningful impact. Whether you’re building products, serving customers, or supporting the business, your work helps shape the future of one of the world’s most trusted legal technology platforms. That commitment to our employees and customers has earned us recognition as one of the nation’s top workplaces, including: * Four consecutive appearances on the Inc. 5000 list of America’s Fastest-Growing Private Companies * Five-time Top Workplace USA winner * Five-time Salt Lake Tribune Top Workplace * Multiple Top Workplaces Culture Excellence awards recognizing innovation, employee appreciation, work-life flexibility, and compensation & benefits If you’re excited to solve meaningful challenges, work alongside talented colleagues, and help define the next generation of legal technology, we’d love to meet you. About the opportunity: NetDocuments is seeking a Technical Support Engineer to provide support interfacing primarily via web/email and phone with customers to resolve technical complications within the NetDocuments platform. The Technical Support Engineer will report to the Customer Support Manager. The ideal candidate will have experience and understand troubleshooting technical questions from B2B clients. What your contributions will be: * 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 What you will bring to the team: * Technical Capacity – you know your way around an Operating System and are actively interested in the technology that makes the world run * Customer Focus – you are empathetic and able to understand the pain points your customer is facing * Problem Solving – you can see the difference between the desired result and the observed result and can think tactically about how to get there * Communication Proficiency – you are an active listener and know how to help customers and peers understand any issue whether in writing or on the phone * Task Management – you own your day and can prioritize it accordingly while balancing the needs of your incoming work What you will need for success: * 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-Golden Gate * Office 2010-365 * iOS/Android * Command Line/Terminal * Windows Registry * Active Directory Ideally you will have: Experience with the following Systems: * MS SQL * Couchbase * Citrix * REST API * SAML Authentication Experience with the following Tools: * Fiddler or Wireshark * Splunk or Datadog * Windows Administrative Tools (Event Viewer, Task Manager, Process Monitor) * Browser-based Dev tools * Claude or similar AI tools What you will receive: * 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 wellness * Access to LinkedIn Learning with monthly dedicated time to explore Compensation Transparency The compensation range for this position is: $55,000 – $65,000 The posted cash compensation for this position includes on target earnings. 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. Show more [Apply now >](https://jobicy.com/jobs/159499-technical-support-engineer-6.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe work requires practical cross-platform troubleshooting and ownership of a changing queue of B2B support cases. Its technical breadth and customer-facing communication needs create moderate complexity, though the role is not presented as senior engineering. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$60,000US market range (per year)$55k–$75k0$82.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer discloses total cash compensation of $55,000–$65,000 USD, including on-target earnings. The annual cadence is inferred because no period is stated and the range is consistent with a US full-time technical support role. A reasonable estimated US market range is $55,000–$75,000 USD per year, with a job-range midpoint of $60,000 per year. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20troubleshooting.md)[Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Case management](https://jobicy.com/jobs?search_keywords=Case%20management.md)[Windows administration](https://jobicy.com/jobs?search_keywords=Windows%20administration.md)[macOS support](https://jobicy.com/jobs?search_keywords=macOS%20support.md)[Microsoft Office 365](https://jobicy.com/jobs?search_keywords=Microsoft%20Office%20365.md)[Active Directory](https://jobicy.com/jobs?search_keywords=Active%20Directory.md)[Command line](https://jobicy.com/jobs?search_keywords=Command%20line.md)[Windows Registry](https://jobicy.com/jobs?search_keywords=Windows%20Registry.md)[REST APIs](https://jobicy.com/jobs?search_keywords=REST%20APIs.md)[SAML authentication](https://jobicy.com/jobs?search_keywords=SAML%20authentication.md)[SQL](https://jobicy.com/jobs?search_keywords=SQL.md)[Wireshark](https://jobicy.com/jobs?search_keywords=Wireshark.md)[Splunk](https://jobicy.com/jobs?search_keywords=Splunk.md)[Knowledge base management](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20management.md) Sample interview questionsHow would you approach a support case where a user cannot access the NetDocuments platform?I would first confirm the scope, error message, user account, device, browser, and timing. I would then check authentication and connectivity factors such as SAML status, browser behavior, permissions, and service alerts, document each finding, and provide either a resolution or a well-supported escalation. Describe how you prioritize a backlog of support cases. I prioritize by business impact, severity, number of affected users, service-level commitments, and time sensitivity. I communicate expected next steps to customers, update cases consistently, and reassess priorities when new high-impact incidents arrive. What information should be included when escalating a suspected product defect to engineering? An escalation should include a concise problem statement, customer impact, reproducible steps, expected and actual behavior, timestamps, environment details, logs or traces, screenshots where appropriate, and troubleshooting already completed. This enables engineering to investigate without repeating basic discovery. How have you used network or diagnostic tools such as Wireshark, Fiddler, or browser developer tools? I use them to isolate whether an issue occurs in the client, network, authentication flow, or application response. For example, I would inspect request status codes, failed calls, timing, headers, and relevant logs while protecting customer-sensitive information. How do you maintain a strong customer experience when you cannot immediately resolve an issue? I acknowledge the impact, explain what I am investigating in plain language, set a realistic update cadence, and avoid making unsupported promises. I keep ownership of the case, share meaningful progress, and confirm the solution works before closing it. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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