Senior Support Engineer-Net Document (Remote / Freelancing)

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