Support Engineer

Product & Customer Support | Remote States, United States 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.

Eligible States for Remote Work:
Arizona, California, Hawaii, Nevada, Oregon, and Washington

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

Technical Support (80-90% time)

• 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.

Training (10-20% time)

• 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.

• 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)

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

• 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

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.

Laserfiche is a global leader in intelligent document management and business process automation, dedicated to helping organizations drive digital transformation. Headquartered in Long Beach, California, Laserfiche empowers businesses of all sizes—from dynamic startups to Fortune 500 enterprises—to accelerate productivity, improve collaboration, and deliver exceptional customer…