Support Engineer II - Remote

Overview

As a Support Engineer, you will be communicating with our Solution Providers and customers in a variety of industries—such as financial services, government, and education—and working with them to address any type of issue that arises from using Laserfiche software in both SaaS and self-hosted environments.

In Short

• Work with Solution Providers and customers to provide technical support.
• Use tools to check Laserfiche Cloud system diagnostics.
• Facilitate timely communication of escalated incidents.
• Engage in post-issue analysis for service improvement.
• Work with software engineering teams to troubleshoot complex issues.
• Collaborate to refine in-application diagnostics.
• Mentor new support engineers.
• Develop strong working relationships with stakeholders.

Requirements

• 4-year degree or equivalent industry experience.
• Must be able to work the shift schedule 6:00 AM to 3:00 PM Eastern Time.
• Experience with AWS preferred.
• Experienced in systems troubleshooting.
• Skilled at scripting/programming in PowerShell, Bash, Python, C#, JavaScript, or Ruby.
• Basic knowledge of SQL, HTML, CSS, and JS.
• 2-5 years of software support experience.
• Exceptional problem-solving and communication skills.
• Ability to learn quickly and adapt.

Benefits

• 15 Days of Vacation.
• 3 Floating Holidays.
• 2 Paid Volunteer Days.
• 9 Paid Holidays.
• 401(k) Investment Options with Company Match.
• HMO and PPO Medical Care Options.