Technical Support Engineer

We’re cutting-edge innovators. We’re changing an industry. We’re making a real difference. 

Document Crunch builds AI-powered software tools for the built world. As the construction industry’s only document compliance platform, we simplify complex construction contracts and project documents, identifying critical risk provisions and providing teams with real-time guidance to make great decisions and comply with contractual obligations throughout the project lifecycle. We empower the industry, make it more efficient, reduce risks, and protect profits. 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.   

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. 

Key Responsibilities:  

• First and second level investigations of customer and employee 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

• Excellent oral and written communication skills  

• 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    

Preferred Qualifications:  

• 3+ years of experience providing technical support for a web application 

• Programming experience 

• Experience supporting Microsoft Word Add-Ins 

• Experience supporting email delivery services 

• 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.