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
