Hybrid Support Engineer I - Cloud Diagnostics (2nd Shift)

Laserfiche; United States; Hybrid; USD 40,000 - 52,000; Full time

Benefits offered by this job

Hybrid Work Environment

Free Parking: covered and EV charging

401(k) Investment Options and Generous

Medical Care Options (HMO/PPO)

Job summary

Laserfiche is seeking a Support Engineer to troubleshoot and resolve issues with Laserfiche software, primarily through the reseller channel and direct customer interactions. You will diagnose problems via chat, phone, and email and coordinate with engineering to drive timely resolutions.

The role is hybrid in Long Beach, CA, with remote Mondays and Fridays, and requires second shift hours (3:00 PM–12:00 AM PT). A 4-year degree and 2–5 years of software support experience are expected.

Qualifications

• 4-year degree 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.

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.

Skills

Customer service

Communication

Problem solving

Spanish communication

Education

Bachelor's degree or equivalent

Tools

AWS

PowerShell

Bash

Python

C#

JavaScript

Ruby

Job description

Laserfiche is seeking a Support Engineer to troubleshoot and resolve issues with Laserfiche software, primarily through the reseller channel and direct customer interactions. You will diagnose problems via chat, phone, and email and coordinate with engineering to drive timely resolutions.

The role is hybrid in Long Beach, CA, with remote Mondays and Fridays, and requires second shift hours (3:00 PM–12:00 AM PT). A 4-year degree and 2–5 years of software support experience are expected.