HotDocs Technical Support Engineer Tier 2

 a month ago


Location: This role is remote and open to candidates nationwide in the United States and Canada.

AbacusNext is an industry-leading vertical SaaS provider for the compliance-focused Professional Services market. We provide purpose-built, cloud-based solutions for small and medium-sized Legal and Accounting firms to support a secure and cloud-enabled practice.


  • Take ownership for the Deployment of HotDocs on Premise Customer Projects
  • Provide API Support when required for Custom Integrations & Applications
  • Deliver Tier 1, 2 & 3 Level Support to our HotDocs Customers & Internal Teams
  • Provide Technical Guidance and Support to our Project Managers & Sales Account Managers
  • Specialize in all aspects of the HotDocs Product Portfolio
  • Take Ownership of the Service Desk (CRM) while Triaging and Maintaining Support Ticket Management, ensuring our Customer SLAs are achieved
  • Work with the HotDocs Deployments & Support Manager, Share Technical Information regarding the HotDocs Product Portfolio in a proactive manner, Sharing Challenges and Best Practices to continuously improve our Service Levels to our Customers & Overall Customer Experience
  • Bachelor of Arts/Bachelor of Science degree in a Technology discipline preferred or 5 years of equivalent work experience
  • Extensive experience of 3rd line Solutions support, at least 2-3 years
  • Proven Knowledge of Windows Server/Client Operating Systems and Architectures, Active Directory, MS SQL Server & Microsoft IIS)
  • Proven Knowledge of Microsoft Office Tools
  • Proven Knowledge of Virtualization Technology and will have a good understanding of XML & JSON formats
  • Strong Networking skills & Techniques
  • Good Understanding of Visual Basic / PowerShell Scripting
  • Strong Analytical and Problem-Solving Skills
  • Requires Professionalism and the ability to work in a remote and independent environment
  • Ability to work in a fast-paced, demanding environment, with multiple and changing priorities while maintaining strong attention to detail
  • Strong interpersonal and team player skills with an ability to communicate at all levels, both internally and externally
  • Strong organizational and management skills; ability to efficiently manage a variety of multiple concurrent projects simultaneously
  • Excellent verbal and written communications skills
  • Microsoft Azure or equivalent Web Services Certification
  • CompTIA or similar technical qualification preferred


  • Flexible PTO
  • Summer Fridays
  • Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
  • Flexible Spending Account
  • Health Savings Account
  • 401(k) match
  • No meeting Fridays

Equal Employment Opportunity: AbacusNext is an Equal Opportunity, Affirmative Action Employer.

The compensation information below is provided in compliance with job posting disclosure requirements.

Pay range: $40,000 - $50,000

Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs.

Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance."




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