Support Engineer I (3rd Shift)

Laserfiche is hiring a Support Engineer who is motivated by solving complex technical challenges, passionate about delivering exceptional customer experiences, and eager to grow your expertise in enterprise software, this role offers a compelling opportunity. Join a team where your troubleshooting skills, communication strengths, and curiosity will make a real impact for Laserfiche resellers and customers.
As a Support Engineer, you’ll serve as a trusted technical resource for the Laserfiche community. You’ll work closely with resellers and end users to diagnose issues, resolve software challenges, and ensure smooth operation across a wide range of environments. Your day-to-day work will blend hands-on troubleshooting, customer communication, and collaboration with internal development teams.
This role is ideal for someone who enjoys diving deep into technical problems, thrives in a fast-paced environment, and values continuous learning.
Eligible States for Remote Work: Arizona, California, Hawaii, Nevada, Oregon, and Washington
Work schedule:
This position requires employees to work a fixed schedule of Monday–Friday, 11:00 PM–8:00 AM Pacific Time. Due to business and operational requirements, there is no flexibility to modify the established working hours.
Occasional weekend/holiday on-call shifts required
About the Role - Key Responsibilities:
Technical Support (80-90% time)
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.
Training (10-20% time)
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.
About You - Essential Qualifications:
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.