Technical Support Engineer

Description


Location: This role is remote and open to candidates nationwide in the United States.

AbacusNext is an industry-leading vertical SaaS provider for the compliance-focused Professional Services market. We provide purpose-built, cloud-based solutions for small and medium-sized Legal and Accounting firms to support a secure and cloud-enabled practice.


Requirements


 
Take ownership for the Deployment of HotDocs on Premise Customer Projects
 
Provide API Support when required for Custom Integrations & Applications
 
Deliver Tier 1, 2 & 3 Level Support to our HotDocs Customers & Internal Teams
 
Provide Technical Guidance and Support to our Project Managers & Sales Account Managers
 
Specialize in all aspects of the HotDocs Product Portfolio
 
Take Ownership of the Service Desk (CRM) while Triaging and Maintaining Support Ticket Management, ensuring our Customer SLAs are achieved
 
Work with the HotDocs Deployments & Support Manager, Share Technical Information regarding the HotDocs Product Portfolio in a proactive manner, Sharing Challenges and Best Practices to continuously improve our Service Levels to our Customers & Overall Customer Experience
 
Bachelor of Arts/Bachelor of Science degree in a Technology discipline preferred or 5 years of equivalent work experience
 
Extensive experience of 3rd line Solutions support, at least 2-3 years
 
Proven Knowledge of Windows Server/Client Operating Systems and Architectures, Active Directory, MS SQL Server & Microsoft IIS)
 
Proven Knowledge of Microsoft Office Tools
 
Proven Knowledge of Virtualization Technology and will have a good understanding of XML & JSON formats
 
Strong Networking skills & Techniques
 
Good Understanding of Visual Basic / PowerShell Scripting
 
Strong Analytical and Problem-Solving Skills
 
Requires Professionalism and the ability to work in a remote and independent environment
 
Ability to work in a fast-paced, demanding environment, with multiple and changing priorities while maintaining strong attention to detail
 
Strong interpersonal and team player skills with an ability to communicate at all levels, both internally and externally
 
Strong organizational and management skills; ability to efficiently manage a variety of multiple concurrent projects simultaneously
 
Excellent verbal and written communications skills
 
Microsoft Azure or equivalent Web Services Certification
 
CompTIA or similar technical qualification preferred



Benefits


 
Flexible PTO
 
Summer Fridays
 
Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
 
Flexible Spending Account
 
Health Savings Account
 
401(k) match
 
No meeting Fridays



Equal Employment Opportunity: AbacusNext is an Equal Opportunity, Affirmative Action Employer.