Join Our Team as a Technical Support Engineer!

Are you passionate about solving technical puzzles and helping users thrive with smart software solutions? Epona is looking for a Technical Support Engineer who’s ready to take ownership of our support desk and deliver top-tier assistance for our legal tech platforms.

If you’ve worked with document management systems in a law firm or corporate legal environment, and you’re fluent in Microsoft 365, SharePoint, and PDF tools — we want to hear from you!

-What You’ll Do-

Be the Go-To Tech Expert:

Troubleshoot software, hardware, and network issues with precision.
Resolve problems across Windows OS, Microsoft 365, Office apps, SharePoint, and PDF tools like Adobe, Foxit, and Kofax.
Escalate complex issues and collaborate with other tech teams.

Deliver Outstanding Customer Support:

Assist users via phone, email, and chat with professionalism and empathy.
Provide clear, step-by-step guidance to resolve issues.
Ensure every interaction leaves the customer feeling supported and confident.

Keep Systems Running Smoothly:

Monitor performance and perform regular maintenance.
Apply updates, patches, and backups to keep systems secure and efficient.

Document & Share Knowledge:

Record solutions, best practices, and support interactions.
Create reports to identify trends and improve support processes.
Contribute to manuals, FAQs, and technical documentation.

Collaborate & Communicate:

Work cross-functionally to resolve issues and improve services.
Translate technical concepts into simple language for non-tech users.
Provide feedback to product teams to enhance our platforms.

Stay Ahead of the Curve:

Research interoperability solutions for SharePoint Online.
Stay current with tech trends and continuously improve your skills.
Publish best practices, white papers, and blog posts to share your expertise.

Drive Proactive Support:

Identify recurring issues and implement preventive solutions.
Suggest improvements to enhance customer experience and support efficiency.

-What You Bring-

Preferred Experience:

Prior help desk or technical support role.
Familiarity with SharePoint Online and Microsoft 365.
Experience with HubSpot and writing technical documentation.
Background in Computer Science, Information Systems, or related field.
Experience with document management systems like iManage, NetDocuments, OpenText, or Worldox.

Key Skills:

Strong problem-solving and analytical abilities.
Excellent communication and interpersonal skills.
Calm, service-oriented mindset under pressure.
Team player with a proactive, solution-focused attitude.
Ability to explain technical concepts in clear, simple terms.

-Remote-Friendly Role-

Work from anywhere while supporting a global client base.

Ready to make a difference in legal tech support? Apply now and become a key player in Epona’s mission to empower legal professionals through smart, reliable software.

Job Type: Full-time

Pay: $60,746.33 - $70,000.00 per year

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Work Location: Remote

Epona USA

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Join Our Team as a Technical Support Engineer!