Support Engineer ; 2nd Shift

Product & Customer Support | Remote States, United States Description

The Support Engineer primarily works with the Laserfiche reseller channel and customers to troubleshoot and resolve any issues that occur with the Laserfiche software. Through usage of effective customer service and troubleshooting skills, the engineer will communicate with the community via chat, phone, email, and other forms of electronic communication to troubleshoot, diagnose, and resolve technical support matters with the Laserfiche software.

• Hybrid:
  Three days per week (Tuesday, Wednesday and Thursday) in-office in Long Beach, CA.
• Remote work from home on Mondays and Fridays.
• Ability to work flexible hours when needed to accommodate traveling for marketing events.

• 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
• Develop strong working relationships with Solution Providers, customers and Laserfiche teams

• 4-year degree (BA, BS) required or equivalent industry experience
• Must be able to work the second shift schedule (3:00 PM to 12:00 AM Pacific 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
• 2-5 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
• Ability to communicate in Spanish is a plus

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.

• Salary range from $29.33 - $37.50

• Generous time off:
• 15 Days of Vacation
• 3 Floating Holidays
• 9 Paid Holidays
• Free Parking: covered and EV charging stations
• 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.

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 experiences.

Through scalable workflows, customizable digital forms, and AI-powered automation, the Laserfiche platform enables teams to simplify complex processes and operate with greater efficiency. Our no-code solutions empower employees to innovate, adapt quickly, and make data-driven decisions that move their organizations forward.
With a strong global presence and offices across North America, Europe, and Asia, Laserfiche is recognized for its commitment to innovation, quality, and customer success. Our people-first culture fosters professional growth, continuous learning,…