Job 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. Location : • 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. About the Role - Key Responsibilities: • 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 About You - Essential Qualifications: • 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 • Preferably skilled at scripting/programming in one or more of the following: PowerShell, Bash, Python, C#, JavaScript, and Ruby. • 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 Perks & Benefits at a Glance • Generous time off: • 15 Days of Vacation • 3 Floating Holidays • 2 Paid Volunteer Days • 9 Paid Holidays • Hybrid Work Environment • 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. About Us: 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, and collaboration—making Laserfiche a place where talented individuals can shape the future of digital enterprise technology. 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 laserfiche.com or 562-988-1688. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation. #LI-Hybrid

Requirements

Must-haves

Hybrid: Three days per week (Tuesday, Wednesday and Thursday) in-office in Long Beach, CA.
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
Preferably skilled at scripting/programming in one or more of the following: PowerShell, Bash, Python, C#, JavaScript, and Ruby.
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
Perks & Benefits at a Glance
15 Days of Vacation
3 Floating Holidays
2 Paid Volunteer Days
9 Paid Holidays
Hybrid Work Environment

Nice-to-haves

Ability to communicate in Spanish is a plus

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

awspythonjavascriptai

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Effort: medium

Benefits

Benefits detected in the listing.

Professional Development