[Remote] Support Engineer I

🌍 Remote, USA 🚀 Full-time 🕐 Posted Recently

Job Description

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

Laserfiche is the world's largest private Enterprise Content Management (ECM) software development company. It was founded in 1987, and is headquartered in Long Beach, California, USA, with a workforce of 201-500 employees. Its website is http://www.laserfiche.com.

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