Technical Support Engineer

We’re cutting-edge innovators. We’re changing an industry. We’re making a real difference.  Inc. Best Place to Work award winner, Document Crunch builds AI-powered software tools for the built world. As the construction industry’s leading AI risk reduction platform, we help project teams manage risk faster and smarter—reviewing documents in seconds, guiding decisions with built-in best practices and assisting with on-the-job questions and tasks. By cutting through the noise, we empower teams to confidently make informed decisions that reduce risk from bid to closeout. Our company is people-focused and values-driven. We know that to achieve great things, you need a great team, and our “Crunchers” go above and beyond in everything they do. In addition, everyone on our team stays true to our core values, a must if you’d like to become a Cruncher.   Core Values: We Are Lion-Hearted  We thrive together as a team and in a community. Our network is our superpower, so we look to always invest in long-term relationships, built on integrity, empathy, and authenticity.  We Are Fiercely Inspired   The privilege of this opportunity and the people we share it with inspires us all. We are fiercely committed to realizing our potential and relentless in pursuit of winning big.  We Are Growth-Minded   Our evolution is essential to continue thriving. We are committed to pushing our limits, learning, growing, and evolving, because this is what makes for a great life experience.  About This Role:  Document Crunch is seeking a full-time Technical Support Engineer to join our energetic and tight-knit team. You’ll be working with everyone in the company to provide excellent support to our customers and great visibility into the customer experience to our product and development teams. Our customers use our platform to perform daily tasks and need the expertise provided by our Technical Support organization. Key Responsibilities:   First and second level investigations of customer reported problems  Customer support via phone, email, and chat  Documentation of customer interactions  Clear and thorough documentation of bug reproduction steps, customer requests, and troubleshooting articles  Perform customer onboarding activities as needed  Demonstrate product capabilities  Maintain database of customer issues to help guide product and development decision making  Testing pre-release features and bug fixes to ensure they meet customer expectations  Be the voice of the customer within the company  Help create knowledge base documentation  Requirements Skill Set: High School diploma required, Bachleors degree preferred 3+ years of experience providing technical support for a web application Strong customer service ethic  Strong understanding of web application frameworks and infrastructure  Proficiency in diagnosing and troubleshooting browser-side and server-side issues   Comfort communicating with both technical and non-technical stakeholders     Experience supporting Microsoft Word Add-Ins preferred Experience supporting email delivery services preferred A strong desire to resolve users’ issues and get things done  Excellent organizational skills  Benefits Whether it’s Wednesday lunch in our offices, company-wide offsites or quarterly volunteering opportunities, we are always looking for ways to keep our employees happy and engaged with their teammates, whether your work schedule is hybrid or fully remote. Our benefits include:  World class medical, dental, and vision benefits  Participation in the employee stock option program   Flexible Time Off Policy   Ability to participate in our 401k   Company paid Short Term Disability, Long Term Disability and Life Insurance   Paid Parental Leave   Monthly technical allowance  Getting in close to the ground floor of an incredibly high-growth business   Substantial internal growth opportunities and emphasis on personal & professional development  We value diversity, equity, and inclusion in everything we do. It is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, marital status, veteran status, age, disability, pregnancy, sex, sexual orientation, gender identity or any other legally protected category.