Support Engineer I

Laserfiche

Support Engineer providing technical support for Laserfiche software to resellers and customers. Responsible for troubleshooting issues, maintaining case loads, and ensuring smooth operation across various environments.

Posted 6/1/2026full-timeRemote • Arizona, California, Hawaii, Nevada, Oregon, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $29 - $38 per hourWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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).

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

document management softwareenterprise application softwaretroubleshootingsoftware testingbug reportinghotfixespatchesupdatesLaserfichedata handling practices

Soft Skills

analytical skillsproblem-solving skillscommunication skillswriting skillsteaching skillscustomer serviceability to thrive in fast-paced environmentsability to manage competing prioritiesteam collaborationadaptability