What are the responsibilities and job description for the Support Engineer position at RegDOX Solutions Inc.?
The ideal candidate will demonstrate the administrative, technical, and professional competence required to immediately add value to RegDOX in the role of Support Engineer, based in RegDOX’s Nashua, New Hampshire office.This position requires a motivated, experienced professional who is comfortable operating in a customer-facing, production-support environment for regulated, enterprise-grade software solutions, both as part of a team and independently.Role SummaryRegDOX is seeking a Support Engineer with experience supporting web-based, enterprise SaaS applications in live production environments. This role blends advanced application troubleshooting, system integration support, security-aware application behavior, and direct customer engagement.This is not an entry-level position. The ideal candidate is a mid to senior-level frontend or full-stack engineer capable of diagnosing complex application behavior, including state, navigation, timing, and lifecycle-related issues that arise in real-world deployments, particularly within security-sensitive workflows.Key Responsibilities· Provide senior-level support for RegDOX’s production web applications, diagnosing and resolving complex application-state, navigation, and timing-related issues.· Troubleshoot application integration issues involving backend services, authentication, configuration flags, and partial-success conditions.· Support and enforce security-critical workflows and access controls within an application, including multi-step authentication and prevention of unauthorized access paths.· Debug and resolve issues across all application layers, including client-side behavior, service integration, and browser-based errors.· Monitor application performance, reliability, and availability across SaaS environments and assist with testing, debugging, and performance analysis.· Support and troubleshoot RegDOX-hosted applications and customer deployments.· Monitor, supervise and/or contribute to the development of software product upgrades and subsidiary or replacement products.· Rapidly understand customer IT, network, and security environments and guide deployment and effective use of RegDOX’s SaaS solutions.· Deliver administrator and end-user training through presentations, remote sessions, and in-person engagements.· Participate in customer onboarding, ongoing production support, and an on-call rotation, including after-hours, weekends, and holiday coverage.· Document application behavior, known issues, and operational procedures, contributing to continuous improvement initiatives.· Serve as a technical ambassador for RegDOX, communicating platform capabilities, architectural concepts, and cybersecurity posture in a professional and customer-appropriate manner.Required Experience & Skill Level· Mid to Senior frontend or full-stack engineer with 3–5 years of professional experience supporting modern web applications in production environments.· Strong understanding of application lifecycle, navigation behavior, asynchronous processing, and state management concepts.· Demonstrated ability to debug complex applications and browser-based issues.· Experience supporting enterprise SaaS platforms and hosted application environments.· Security-aware mindset with experience operating in compliance-driven or regulated environments.· Excellent written and verbal communication skills, with comfort engaging directly with customers and stakeholders.· Experience supporting customers with varying levels of technical and managerial skill sets.Additional Details· Relevant technical certifications are preferred.· Due to regulatory requirements the successful candidate must be a U.S. citizen or permanent resident.· Travel may vary, up to 25%.Essential Education and Qualifications:· Bachelor’s degree in computer science or a related field, or equivalent academic or professional experience.· Must be legally authorized to work in the United States.Secondary qualifications:· Must be able to commute on a daily basis to the Nashua, NH office; this is not a remote position.Physical requirements / conditions:· Normal office environment with occasional nights, weekends, and holiday work as part of on-call responsibilities.· Ability to lift up to 35 pounds with or without reasonable accommodation.Attainments and Experience:· Demonstrated professional growth across roles and employers, reflecting increasing responsibility and technical depth.Company DescriptionRegDOX is not only a market-leading provider of highly intuitive SaaS/IaaS solutions but a trailblazer in compliance technologies. Keeping information safe is what it is all about. If you agree and want to join this effort, then a career at RegDOX is where you belong.Founded in 2007, RegDOX Solutions Inc., The Secure Enterprise Information Company, is the market-leading provider of highly intuitive SaaS solutions that enable our customers to securely manage and collaborate on confidential documents and information, whether inside or outside their IT environments.Our enterprise customers comprise a variety of companies across a wide range of private and public sectors. They rely on our software‘s regulatory and corporate compliance, collaboration, and process capabilities and its complete portfolio of security features, including full encryption, audit trail, two-factor authentication, and provider shielding, all with a convenient and easy-to-use interface.RegDOX is trusted to secure information for many of the world’s largest and most influential companies and public organizations.Within a stable financial environment, RegDOX offers an exciting, entrepreneurial environment, competitive wages, and an opportunity for growth and distinction.