Support Engineer I

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:** * Must be able to work the following shifts: + 11:00 PM\- 8:00 AM PST + 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. * 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 * M