Support Engineer I (2nd Shift)

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: