Senior Support Engineer-Net Document (Remote / Freelancing)

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 issuesContribute to continuous improvement initiatives and automation opportunities to enhance support efficiencyMentor junior support engineers and conduct technical training sessions to enhance team capabilitiesCreate and maintain SOPs, KB articles, and troubleshooting guides for NetDocumentsCollaborate with NetDocuments vendor support and account teams to resolve issues and implement solutionsProvide technical guidance, best practices, and optimization recommendations to customers and internal teamsWork directly with key customers and legal IT teams to resolve complex issues and improve system performanceParticipate in on-call and after-hours support rotations as requiredDocument known issues, workarounds, and permanent resolutions to improve knowledge baseOwn critical incidents end-to-end, including stakeholder communication and resolutionAct as an escalation point for Service Desk and junior engineersManage integrations with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and troubleshoot related issuesSupport upgrades, feature rollouts, and new product enablement for NetDocumentsManage user provisioning, licensing, and access control for NetDocumentsConfigure and manage NetDocuments environments, including permissions, security, and performance optimizationPerform root cause analysis and implement permanent fixes for issuesHandle issues related to permissions, security, ethical walls, performance, sync, and indexingDemonstrate good understanding of Single Sign-On (SSO) – Azure AD, SAML, MFARequired SkillsStrong technical expertise in NetDocuments and Microsoft 365 integrationsExcellent troubleshooting and problem-solving skillsStrong communication and stakeholder management skillsExperience with automation and continuous improvement initiativesAbility to mentor and train junior engineersStrong documentation skills and attention to detailExperience with SSO, Azure AD, SAML, and MFA

Apply Now