Technical Support Engineer, Document Management at Canopytax · LumiJobs

Responsibilities

As the Technical Support Engineer for Document Management, you will become a trusted resource on these tools and the environments they run in. You will bring the technical judgement that resolves our most complex document management escalations. Beyond the desktop, you’ll own how documents move through a firm’s work: client requests and checklists inside tasks and recurring workflows, and engagement letters from proposal to signature to storage.
This role takes the hardest document management, workflow and engagement escalations from our Technical Support and fellow Go-to-Market teams and resolves them closer to the source. You will separate product defects from environment and configuration issues, partner with QA and Engineering on fixes and releases, and coach the team so fewer issues escalate.
Partnership is critical. This role sits at the intersection of Support, QA, Engineering, Product and Account Management, and it extends beyond Canopy to assist our customer’s IT providers and hosting partners such as Rightworks. We are looking for someone curious, patient with complex environments, and comfortable being the person customers, IT teams and engineers turn to. Success depends on strong cross-functional relationships and the ability to carry context in both directions, so customers get answers sooner and every team works together.
This is a hybrid position in Draper, Utah (M, W, F in-office).
Own escalated document management, task, workflow and engagement cases from triage through resolution, or escalation to Engineering in Jira with a clear root cause analysis.
Partner with QA and Engineering to reproduce issues in test environments and distinguish true product defects from environment, configuration or usage issues.
Partner with Product and Engineering on upcoming CVD and CDA changes, be acutely aware of customer impact, and ensure customer sentiment continues to be brought into the discussion.
Troubleshoot customer environments in depth, including virtual printers and print drivers, virtual drive mounting and drive letters, file and folder permissions, Windows security settings, antivirus and firewall interference, and installation and update issues.
Troubleshoot CVD and CDA within Rightworks and Citrix environments, including how printing, drive mapping and file access behave inside hosted and remote desktop sessions.
Diagnose task and workflow issues, including recurring task generation, due-date and recurrence calculations, template-to-task propagation of checklists, subtasks and automations, and client request automations.
Troubleshoot engagement letters and eSignature, including payment and deposit settings, merge fields, terms and welcome content, signed-document delivery to the client’s files, and PDF rendering.
Teach firms and the Technical and Customer Support teams how templates, recurrences and engagements are designed to behave, turning high volume ‘how to’ questions into guides and training.

Technical Support Engineer, Document Management

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Canopytax

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