Job Title: Senior Support Engineer - Net Document (Remote/Freelancing) Job Location: Remote Experience: 6+Years Job 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, MFA Required 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)