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.

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.

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.

Benefits

• Flexible Paid Time Off
• Health Benefits - including Medical, Dental, and Vision and an HSA Match.
• 401(k) - we match 100% up to 3% of your contribution.
• Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).
• Paid New Parent Leave & Birthing Parent Leave
• Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.
• Nectar - our peer-to-peer recognition program
• Company Events
• ERG Committees
• Fully-stocked kitchen