Support Engineer II

Job Description

Do you thrive in a fast-paced environment using your expertise and creativity to solve problems for people? Do you want to work in a growing organization supporting people on software that's used—and loved—by organizations around the world? If so, we may be looking for you to join our Product and Customer Support team! As a Support Engineer, you will be communicating with our Solution Providers and customers in a variety of industries—such as financial services, government, and education—and working with them to address any type of issue that arises from using Laserfiche software in both SaaS and self-hosted environments. Additionally, you will help expedite issue resolution, and enhance our DevOps processes for our fast-growing SaaS system. As part of our 24/7 support team, you will also help maintain our cloud system, provide post-issue analysis, and serve as a program resource for delivering SLAs that impact system availability, scalability, reliability, and security for our SaaS cloud service. If you have strong technical skills and enjoy tackling challenging support cases through problem-solving and effective communications, come join our team! Eligible States for Remote Work: Florida, Georgia, Maryland, Massachusetts, Minnesota, Ohio, Virginia, Washington DC, West Virginia and Wisconsin
About the Role - Key Responsibilites

• Work with Solution Providers and customers to provide technical support by identifying, troubleshooting, resolving, and documenting Laserfiche technical issues
• Use third party or Laserfiche tools to check Laserfiche Cloud system diagnostics, investigate system performance issues, monitor availability, and document issues as appropriate
• Facilitate timely and relevant communication of escalated incidents to impacted stakeholders
• Engage in post-issue analysis to examine incident response performance, identify areas for service improvement, and monitor progress of implementing recommendations
• Work with software engineering teams to troubleshoot more complex issues
• Collaborate with software engineering teams to refine in-application diagnostics (e.g., error logging and reporting) and consolidate data across cloud-based services
• Mentor new support engineers by providing technical training to expand their troubleshooting capabilities
• Develop strong working relationships with Solution Providers, customers and Laserfiche teams

About You - Essential Qualifications

• 4-year degree (BA, BS) required or equivalent industry experience
• Must be able to work the shift schedule 6:00 AM to 3:00 PM Eastern Time
• Preferably experienced and certified at working with AWS
• Experienced in systems troubleshooting, including database systems, TCP/IP-based networking, web applications, and Windows and Linux system administration
• Preferably skilled at scripting/programming in one or more of the following: PowerShell, Bash, Python, C#, JavaScript, and Ruby.
• Basic knowledge of SQL, HTML, CSS, and JS
• Two-to-five years of software support experience in a customer facing role, and working with ticketing systems
• Exceptional problem-solving, analytical, communication and customer service skills
• Ability to learn quickly and adapt to changing environments

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.

• Range: $65,000 - $90,000 per year

Perks & Benefits at a Glance

• 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 (Employees are fully covered under HMO)

Applicants must be authorized to work for Laserfiche in the United States on a full-time basis without the need for employer sponsorship. We are unable to sponsor new employment visas, or take over sponsorship of existing employment visas, at this time. About Us
Laserfiche is the leading global provider of intelligent content management and business process automation. The Laserfiche® platform enables organizations in more than 80 countries to transform into digital businesses. Customers in every industry—including government, education, financial services, and manufacturing—use Laserfiche® to boost productivity, scale their business and deliver digital-first customer experiences. Our employees in offices around the world are committed to the company’s vision of empowering customers and inspiring people to reimagine how technology can transform lives. Learn more about our team here. Laserfiche complies with all Equal Opportunity and Affirmative Action regulations. Laserfiche makes all employment decisions – such as recruiting, hiring, training, promotion, compensation, professional development practices, discipline and termination – without regard to race, religion, color, national origin, ancestry, citizenship, sex, pregnancy, age, creed, physical or mental disability, medical condition, genetic characteristic, marital status, veteran status, gender identity/expression, sexual orientation or any other characteristic protected by law, except as may be permitted by law. Laserfiche provides reasonable accommodations for applicants with disabilities upon request. For more information please contact Talent Acquisition at https://www.laserfiche.com/contact/ or 562-988-1688. #LI- Remote