Technical Support Engineer - Document Management

Technical Support Engineer, Insights

Canopy, Draper, UT

About Us

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. 

We aim to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place a strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. And we just secured $70M in Series C funding to help us fulfill that mission.

Click here to see why our clients (and investors) love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity

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). 

What You’ll Do

• 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.
• Produce clear, detailed bug reports and root cause analyses, with reproduction steps, environment details, logs, expected versus actual behavior and customer impact, so Engineers can act quickly.
• Identify and highlight recurring issues, such as a Windows update or security tool that disrupts a common workflow, and escalate patterns to appropriate QA and Engineering squads.
• Manage concurrent escalations, prioritize them by customer impact, and communicate status to the Technical Support team, Account Management team, and customers, ensuring all stakeholders are consistently updated.
• Document solutions, known issues and troubleshooting guides, and coach Technical and Customer Support teams on techniques that resolve common issues faster.
• Apply AI tools and workflows to accelerate investigation, case triage and documentation.

What We’re Looking For

• 4+ years of experience in a Technical Support, Support Engineer, Desktop Support, or IT Support role, with significant experience owning escalations in a B2B SaaS environment.
• Deep Windows troubleshooting experience, including printers and print drivers, mapped or virtual drives, file system permissions and Windows security settings.
• Hands on experience supporting software in Citrix, Rightworks or similar hosted and virtual desktop environments.
• Ability to read application logs, Windows Event Viewer and other diagnostic output to find root causes and reproduce issues.
• Working knowledge of networking and web fundamentals, including DNS, proxies, VPNs, HTTP/HTTPS and SSL/TLS.
• Experience with practice-management or workflow tools used by accounting firms.
• Experience using SQL for tracing data behind workflow or recurrence issues.
• Skilled at explaining complex technical issues to non-technical stakeholders, and at writing troubleshooting guides for both technical and non-technical readers.
• Excellent written and verbal communication skills, a strong analytical mindset and a bias toward ownership and follow-through.

Bonus Points If You Have

• Experience administering or configuring Citrix or Rightworks environments, beyond end-user support.
• Experience with macOS troubleshooting.
• Scripting experience, such as PowerShell or Python, for diagnostics or automation.
• Familiarity with endpoint management or Group Policy.
• Experience with accounting, tax, FinTech or document management software.
• Experience with Jira, Intercom, Salesforce, Datadog or Sentry.
• Experience coaching or mentoring other team members.

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Why You Want to Work Here

🌴 Flexible Paid Time Off - you’re actually encouraged to use, plus 10 company holidays! 

❤️‍🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match. 

💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

🧠 Mental Health -  all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

👶 Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

🌟 Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

🥳 Company Events - including monthly company-wide meetings, summer parties, and more.

💡 ERG Committees - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.

☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered. 

Our Values

We approach our work every day with a few things in mind:

🔑 Own - We own this place! We focus on outcomes, holding ourselves & each other accountable.

🏆 Win - We win by delighting our customers with the very best products and services.

👍 Do Good - We work hard to be good people!

💡 Embrace Curiosity & Candor - We approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

Act Startup Fast - We know the best way to become a world-class company is to always act like a tiny startup: fast, hungry, intense, and scrappy. But especially fast.

To learn more about us & our values, click here.

Interviewing @ Canopy

Application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:

• Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit! 
• 20-minute phone call with the People Team
• 45-60-minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews, depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role-specific overview of the process during your first phone call. 

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end! 

Canopy is an equal-opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status.