[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.
Responsibilities
- 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
- 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
Skills
- 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
- Bachelor's or Master's degree in engineering, or related field, or equivalent industry experience
Benefits
- 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
Company Overview