Support Engineer I

About the 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. Join a team where your troubleshooting skills, communication strengths, and curiosity will 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, and 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.

Responsibilities

• Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers.
• Maintain personal and departmental case load by responding to and working on cases within stated SLAs.
• Cookordination 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, and safeguard Laserfiche classified information through appropriate data handling practices.

Qualifications

• Strong technical understanding of document management and enterprise application software.
• Excellent analytical and problem-solving skills.
• Excellent communication, writing and teaching skills with the ability to speak to audiences of all technical levels while providing great customer service.
• 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).

Benefits

• Generous time off: 15 Days of Vacation, 3 Floating Holidays, 2 Paid Volunteer Days, 9 Paid Holidays.
• Variety of 401(k) Investment Options and Generous Company Match.
• HMO and PPO Medical Care Options.

Pay

The salary range varies, and pay is based on several factors including but not limited to education, certifications (if applicable), candidate’s geographic region, job-related knowledge, skills and years of experience amongst other factors. $29.33 - $37.50 per hour + shift differential premium.

Schedule

Work Schedule Must be able to work the following shifts: 11:00 PM- 8:00 AM PST Occasional weekend/holiday on-call shifts required.