Remote Support Engineer I – 3rd Shift (Enterprise Software)

Laserfiche; Northern (KY); Hybrid; USD 40,000 - 52,000; Full time

Benefits offered by this job

Vacation time

Floating holidays

Volunteer days

Holiday pay

401(k) investment options

Medical care options

Job summary

Laserfiche is seeking a Support Engineer to diagnose issues, assist resellers and customers, and collaborate with development teams across enterprise software environments. This role blends hands-on troubleshooting with clear communication and a commitment to exceptional service.

The position is remote for eligible United States states, follows a fixed night shift 11:00 PM–8:00 AM PT, and includes training time.

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
• Must be able to work the third shift schedule (11:00 PM to 8:00 AM Pacific Standard Time)

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.

Skills

Document management

Analytical problem-solving

Technical communication

Troubleshooting Microsoft platforms

Customer service experience

Shift flexibility

Education

BA/BS degree

Tools

Microsoft platforms

Job description

Laserfiche is seeking a Support Engineer to diagnose issues, assist resellers and customers, and collaborate with development teams across enterprise software environments. This role blends hands-on troubleshooting with clear communication and a commitment to exceptional service.

The position is remote for eligible United States states, follows a fixed night shift 11:00 PM–8:00 AM PT, and includes training time.