Support Engineer I

🕒 June 1

🌵 Arizona, California, +4 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote 🌺 Hawaii – Remote 🎰 Nevada – Remote 🌲 Oregon – Remote ☕ Washington – Remote

💵 $29 - $37 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Laserfiche

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1987

☁️ SaaS

🏢 Enterprise

SaaS • Enterprise

Laserfiche is a leading provider of enterprise content management (ECM) and business process automation solutions. The company offers an array of products designed to streamline work, increase productivity, and enable digital transformation. With features like intelligent data capture, process automation, document and records management, and AI-driven document summarization, Laserfiche helps organizations across various industries such as education, financial services, government, healthcare, and manufacturing. Its platform is trusted for efficient information governance and a secure, central cloud-based management system that facilitates collaboration and compliance. Laserfiche is recognized for its strong performance and usability in the ECM sector, providing robust solutions tailored by industry, department, and business need.

📋 Description

• 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.

🎯 Requirements

• 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 • Various 401 (k) Investment Options and Generous Company Match • HMO and PPO Medical Care Options