[Remote] Support Engineer I

Note: The job is a remote job and is open to candidates in USA. Laserfiche is a global leader in intelligent document management and business process automation, dedicated to helping organizations drive digital transformation. The Support Engineer role involves providing technical support to resellers and customers, diagnosing software issues, and ensuring smooth operations across various environments.ResponsibilitiesProvide phone, chat, email and remote support for the Laserfiche software to resellers and customersMaintain personal and departmental case load by responding to and working on cases within stated SLAsCoordinate with Laserfiche development when cases require additional assistanceReport and file bug tickets that come up during troubleshootingTest and verify software functionality pertaining to hotfixes, patches, updates, and new releasesMonitor Laserfiche Answers and provide troubleshooting assistance via the public forumWatch and review videos of internal software training sessions and development meetingsEnsure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practicesEnroll and complete relevant product and technical training courses in the company’s Learning Management SystemParticipate in departmental training sessions in-person or remotelySkillsStrong technical understanding of document management and enterprise application softwareExcellent analytical and problem-solving skillsExcellent communication, writing and teaching skills with the ability to speak to audiences of all technical levels while providing great customer serviceFamiliarity with troubleshooting Cloud and self-hosted Microsoft platformsAbility to thrive in a fast-paced environment with competing priorities and deadlinesExperience providing customer service or being in a customer-facing roleBachelor's or Master's degree in engineering, or related field, or equivalent industry experienceBenefitsGenerous time off:15 Days of Vacation3 Floating Holidays2 Paid Volunteer Days9 Paid HolidaysHybrid Work EnvironmentFree Parking: covered and EV charging stationsVarious 401 (k) Investment Options and Generous Company MatchHMO and PPO Medical Care OptionsCompany OverviewLaserfiche is the world's largest private Enterprise Content Management (ECM) software development company. It was founded in 1987, and is headquartered in Long Beach, California, USA, with a workforce of 201-500 employees. Its website is http://www.laserfiche.com.



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