[Hiring] Support Engineer I @Laserfiche

Role Description

Laserfiche is hiring a Support Engineer who is motivated by solving complex technical challenges, passionate about delivering exceptional customer experiences, and eager to grow your expertise in enterprise software. This role offers a compelling opportunity to make a real impact for Laserfiche resellers and customers.

As a Support Engineer, you’ll serve as a trusted technical resource for the Laserfiche community. You’ll work closely with resellers and end users to:

• Diagnose issues
• Resolve software challenges
• Ensure smooth operation across a wide range of environments

Your day-to-day work will blend hands-on troubleshooting, customer communication, and collaboration with internal development teams. This role is ideal for someone who enjoys diving deep into technical problems, thrives in a fast-paced environment, and values continuous learning.

Eligible States for Remote Work: Arizona, California, Hawaii, Nevada, Oregon, and Washington

Work schedule: Must be able to work the following shifts:

• 11:00 PM - 8:00 AM PST
• Occasional weekend/holiday on-call shifts required

Qualifications

• Strong technical understanding of document management and enterprise application software
• Excellent analytical and problem-solving skills
• Excellent communication, writing, and teaching skills
• Familiarity with troubleshooting Cloud and self-hosted Microsoft platforms
• Ability to thrive in a fast-paced environment with competing priorities and deadlines
• Experience providing customer service or being in a customer-facing role
• 4-year degree (BA, BS) required or equivalent industry experience
• Must be able to work the third shift schedule (11:00 PM to 8:00 AM Pacific Standard Time)

Requirements

• Provide phone, chat, email, and remote support for the Laserfiche software to resellers and customers (80-90% time)
• Maintain personal and departmental case load by responding to and working on cases within stated SLAs
• Coordinate with Laserfiche development when cases require additional assistance
• Report and file bug tickets that come up during troubleshooting
• Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases
• Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum
• Watch and review videos of internal software training sessions and development meetings
• Ensure all team members follow Laserfiche security policies and all other corporate policies
• Safeguard Laserfiche classified information through appropriate data handling practices
• Enroll and complete relevant product and technical training courses in the company’s Learning Management System (10-20% time)
• Participate in departmental training sessions in-person or remotely

Benefits

• Generous time off:
• 15 Days of Vacation
• 3 Floating Holidays
• 2 Paid Volunteer Days
• 9 Paid Holidays
• Various 401(k) Investment Options and Generous Company Match
• HMO and PPO Medical Care Options
• Salary range: $29.33 - $37.50 per hour + shift differential premium