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Technical Support Engineer

United States - Remote

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential.

We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.

Cordance is seeking a Technical Support Engineer for DocXellent who will play a vital role in the Customer Experience team. The ideal candidate is a technically skilled, solutions-oriented professional who can support application and infrastructure environments, assist clients with troubleshooting, and ensure seamless software upgrades and maintenance. This role requires someone who can work independently, collaborate across teams, and contribute to the continuous improvement of support processes and system reliability. 

This is a fully remote role; all candidates must be based in US. 

What you'll do: 

  • Provide Tier 1–2 support to clients, including troubleshooting and resolving technical issues 
  • Perform upgrades and installations of ENSUR software in both hosted and non-hosted environments 
  • Monitor server health and conduct routine server maintenance and patching 
  • Collaborate with client IT teams and internal departments (Customer Relations, Development, QA) 
  • Document SOPs and maintain accurate support documentation 
  • Develop and improve workflows around the ticketing system and support processes 
  • Create and run SQL queries and custom reports 
  • Participate in incident management, including queue monitoring, triage, and communication 

Who you are: 

  • You have a Bachelor’s degree in Computer Science, Engineering, or a related field and 2+ years of experience OR 5 years of related technical experience 
  • You have hands-on experience with AWS, Windows-based operating systems, IIS, and SQL Server 
  • You’re comfortable communicating with both technical and non-technical audiences 
  • You’re detail-oriented, customer-focused, and capable of handling pressure in live support situations 
  • You’re comfortable working independently as well as collaborating across teams 
  • You have solid documentation skills and are proactive in improving systems and processes 

#LI-Remote

Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.

Why Join Us?

At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

  • Health and Wellness:
    • Comprehensive Health Coverage: Coverage begins on your first day of employment.
  • Retirement Savings:
    • 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
    • RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
  • Paid Time Off:
    • Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
  • Parental Leave:
    • 12 weeks paid leave for all employees.
  • Remote Work Support:
    • Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
  • Holidays:
    • Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.

Join us and be part of a company that values your contributions and well-being from day one!

EEOC & ADA Statement:
Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws.
Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Final candidate must be able to pass a background check.
To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/

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