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Support Architect

Lehi, Utah, United States

NetDocuments 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 so our team members can review.

 

NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters. 

NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team. 

At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2022,  2023, & 2024 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. 

Other recent awards include: 

  • Two-time winner (2024, 2023) National Top Workplaces
  • Two-time winner (2024, 2023) Top Workplace innovation
  • Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune
  • Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine
  • Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility
  • Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits
  • 2024 Cultural Excellence
  • 2024 Technology Industry 
  • 2023 Top Workplace Leadership
  • 2023 Top Workplace Purpose & Values
  • 2022 Top Workplace Employee Appreciation and Employee Well Being

NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! 

Your opportunity for impact: 

NetDocuments is seeking a Support Architect. This role will be responsible for influencing and improving the customer experience by using data and analysis to drive change across the organization and the business. The Support Architect will also guide the Product Support team through complex initiatives or issues and will assist Support Leadership in representing Support in cross-team projects. 

  

What your contributions will be:  

  • Proactively analyze data to identify trends relating to product issues (defects and/or platform). 
  • Relentlessly use data to understand the customer experience and relay that experience to other areas of the business. 
  • Act as the “lead detective” on thematic issues by creating and running action plans for issues. 
  • Using knowledge of legal industry practices and legal tech impact, recognize customer business impact and importance and relay it to relevant internal parties. 
  • Troubleshoot 3rd-party applications/integrations by partnering with internal resources and/or external vendors, when needed. 
  • Provide feedback related to platform reliability to Cloud Ops and maintain a collaborative relationship. 
  • Mentor Product Support Engineers by assisting them with tasks and helping establish the correct curriculum for the rest of the Support organization. 
  • Participate in incident response rotation/action plan. 
  • Represent Support in cross-functional teams. 
  • Use determination, persistence, and tenacity in resolving complex issues and driving continuous improvement within the organization. 
  • Be the best technical expert on the team by leading technical initiatives, providing guidance on complex technical issues, and setting a high standard for technical excellence. 
  • Analyze, troubleshoot, and resolve issues related to the system and software functions of NetDocuments products. This may involve tasks such as software log data mining and troubleshooting across a wide variety of third-party software applications and platforms. 
  • Communicate professionally and effectively with senior-level customer management (C-Level executives, IT Directors, Managing Partners, etc.) or other customer designated representatives about critical issues, action plans, and proposed solutions as an authoritative representative of NetDocuments. 
  • Create and share in-depth technical knowledge for NetDocuments’ products with the goal of reducing the time to resolution for Support incidents as well as improving our customers’ ability to use and adopt our products without requiring direct Support engagement. 
  • Engage on escalations with both internal and external customers matching the urgency of situation to produce the desired result.  
  • Assist Technical Support Engineers with related training, mentoring, and documentation including Incident Escalation and review, Defects, and special projects related to support and service assignments. 
  • Participate in the on-call rotation for system wide issues requiring escalation after hours. 
  • Other duties as assigned. 

 

Competencies:  

  • High degree of technical expertise with NetDocuments software and platform 
  • Educating / Mentoring / Onboarding 
  • Customer focus 
  • Problem solving 
  • Data and problem analysis 
  • Knowledge creation 
  • Communication proficiency 
  • Workload prioritization 
  • Task and project management 
  • Determination and persistence 
  • Technical leadership 
  • Knowledge of legal industry practices and legal tech impact 

Required Education and Experience:  

  • 2+ years of NetDocuments technical support experience. 
  • Experience working in a variety of Windows system environments from small scale firms running Windows 7-11 Desktop to large scale enterprise networks running Microsoft, Apple, and other platforms. 
  • Preferred: Bachelor’s degree in Computer Science, Information Systems, Business Administration, Communication or a relatable field or equivalent experience on the job in a SaaS support position. 
  • Preferred: Mac, iOS, and Android fluency 
  • Preferred: SQL experience 

 

Benefits 

 

  • 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 annual compensation range for this position is: $95,000 - $105,000 

The posted cash compensation for this position includes on target earnings, base salary and variable if applicable. 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 

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. 

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