Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
March 26, 2026
Full Job Description
đź“‹ Description
- • As a Client Support Technician at Softdocs Inc., you will serve as the primary technical point of contact for customers using our cloud-based document management and eForms solutions in the education and public sectors, directly contributing to customer satisfaction, retention, and operational success by resolving complex technical issues with empathy and precision.
- • You will diagnose and resolve technical issues by analyzing application logs, database queries, system configurations, and error patterns to identify root causes, escalate when necessary, and provide clear, step-by-step guidance to non-technical users while maintaining detailed case documentation in our ticketing system.
- • You will collaborate closely with Product, Engineering, and QA teams to reproduce bugs, validate fixes, and provide customer feedback that informs product improvements, ensuring that client insights directly shape future releases and enhancements.
- • You will proactively monitor system health indicators and usage trends to anticipate potential issues before they impact clients, contributing to preventive support strategies and reducing reactive ticket volume through early intervention.
- • You will educate customers on best practices for using Softdocs’ platform features — including workflow automation, eForm creation, document routing, and security configurations — through tailored training sessions, knowledge base contributions, and responsive communication that builds user confidence and self-sufficiency.
- • You will maintain a customer-first mindset in every interaction, practicing active listening, clear communication, and follow-through to ensure clients feel heard, supported, and valued, turning challenging situations into opportunities to strengthen trust and loyalty.
- • You will participate in rotating on-call support rotations to provide after-hours coverage for critical incidents, ensuring business continuity for clients in education and public sector environments where system uptime is mission-critical.
- • You will contribute to the continuous improvement of support processes by suggesting updates to internal knowledge bases, troubleshooting guides, and standard operating procedures based on recurring issues and client feedback.
- • Softdocs is a fully remote, people-first organization grounded in our core values of Candor, Curiosity, Collaboration, Grit, and Inclusivity — you’ll join a distributed team that prioritizes psychological safety, open dialogue, and mutual respect while delivering exceptional service across time zones.
- • Our mission is to empower educational institutions and government agencies to digitize legacy paper processes, reduce administrative burden, enhance data security, and improve experiences for students, faculty, staff, and citizens — your work directly enables these outcomes by ensuring our technology works reliably when it matters most.
- • In this role, you will develop deep expertise in enterprise document management systems, cloud SaaS architectures, and public sector IT environments, positioning yourself as a trusted technical advisor with transferable skills in troubleshooting, customer advocacy, and cross-functional collaboration.
- • You will gain exposure to the full product lifecycle — from issue identification and resolution to feedback loops that drive product evolution — giving you a rare opportunity to see how technical support influences innovation and strategic roadmap decisions in a growing, values-driven company.
🎯 Requirements
- • Proven experience in technical support, help desk, or client-facing IT roles, preferably with exposure to SaaS platforms, web applications, or enterprise software environments.
- • Strong analytical and problem-solving skills with the ability to interpret logs, diagnose database-related issues (e.g., SQL queries, connection errors, data integrity), and trace application behavior across multiple system layers.
- • Excellent communication skills — both written and verbal — with the talent to translate complex technical concepts into clear, patient, and actionable guidance for users of varying technical proficiency.
- • Familiarity with ticketing systems (e.g., Zendesk, Jira Service Management, Freshservice) and CRM tools; experience with documentation platforms like Confluence or Notion is a plus.
- • Ability to work independently in a remote setting while maintaining high accountability, responsiveness, and collaboration across distributed teams.
- • Bachelor’s degree in Information Technology, Computer Science, or a related field — or equivalent practical experience demonstrated through hands-on technical support or system administration work.
🏖️ Benefits
- • Fully remote work flexibility with no geographic restrictions — work from anywhere in the U.S. with a stable internet connection and the autonomy to design your ideal work environment.
- • Comprehensive health, dental, and vision insurance plans, including mental health resources and wellness stipends to support holistic well-being.
- • Generous paid time off (PTO) policy plus company-observed holidays, encouraging rest, recharge, and work-life balance without guilt or penalty.
- • 401(k) retirement plan with company matching to help you build long-term financial security.
- • Professional development stipend for certifications, courses, or conferences related to technical support, cloud technologies, or customer experience — invest in your growth with company backing.
- • Regular virtual team-building events, inclusive culture initiatives, and opportunities to connect with colleagues across departments through interest-based groups and company-wide forums.
Skills & Technologies
Remote
About Softdocs Inc.
Softdocs provides enterprise content management and process automation software for K-12 school districts, community colleges, state and local governments. The platform digitizes paper forms, automates workflows, integrates with existing ERP and SIS systems, and offers e-forms, document capture, and records management. Founded in 1998, the company serves over 1,000 public sector organizations across the United States, helping them reduce manual tasks, improve compliance, and deliver digital services to students, staff, and citizens.
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