Job Title: Senior Support Engineer - Net Document (Remote/Freelancing)Job Location: RemoteExperience: 6+YearsJob Responsibilities:- Provide Level 2/Level 3 support for NetDocuments, ensuring timely resolution of complex issues - Contribute to continuous improvement initiatives and automation opportunities to enhance support efficiency - Mentor junior support engineers and conduct technical training sessions to enhance team capabilities - Create and maintain SOPs, KB articles, and troubleshooting guides for NetDocuments - Collaborate with NetDocuments vendor support and account teams to resolve issues and implement solutions - Provide technical guidance, best practices, and optimization recommendations to customers and internal teams - Work directly with key customers and legal IT teams to resolve complex issues and improve system performance - Participate in on-call and after-hours support rotations as required - Document known issues, workarounds, and permanent resolutions to improve knowledge base - Own critical incidents end-to-end, including stakeholder communication and resolution - Act as an escalation point for Service Desk and junior engineers - Manage integrations with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and troubleshoot related issues - Support upgrades, feature rollouts, and new product enablement for NetDocuments - Manage user provisioning, licensing, and access control for NetDocuments - Configure and manage NetDocuments environments, including permissions, security, and performance optimization - Perform root cause analysis and implement permanent fixes for issues - Handle issues related to permissions, security, ethical walls, performance, sync, and indexing - Demonstrate good understanding of Single Sign-On (SSO) – Azure AD, SAML, MFARequired Skills- Strong technical expertise in NetDocuments and Microsoft 365 integrations - Excellent troubleshooting and problem-solving skills - Strong communication and stakeholder management skills - Experience with automation and continuous improvement initiatives - Ability to mentor and train junior engineers - Strong documentation skills and attention to detail - Experience with SSO, Azure AD, SAML, and MFA
Job Title
Senior Support Engineer-Net Document (Remote / Freelancing)