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

• 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. • 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, and 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. • Participate in departmental training sessions in-person or remotely.