Support Engineer III - Remote

Overview

Laserfiche is looking for a Support Engineer III, who is a versatile problem solver responsible for ensuring that external customers receive the highest level of support, service, and care. This includes diagnosing issues that arise through the usage of Laserfiche software, and answering questions related to software licensing, security, software functionality, deployment, and integration, communicate with the customer to identify requirements and pain points. You will also assist projects teams in the design of solutions and to ensure successful implementations and perform reconfiguration or modification of existing solutions.

In Short

• Diagnose software issues and work directly with customers to resolve them.
• Answer questions about Laserfiche software suite, licensing, and deployment.
• Design and build custom solutions for small VIP engagements.
• Provide troubleshooting, training, and support during end-user testing and post-deployment.
• Support the Services team and participate in knowledge exchange.
• Review and test new Laserfiche releases for bugs and enhancements.
• Mentor teammates and facilitate discussions within the team.
• Actively seek opportunities for improvement and assist project teammates.
• Communicate effectively with both technical and non-technical audiences.
• Consistently complete assigned tasks with initiative.

Requirements

• Bachelor's Degree or equivalent experience in a technical field preferred.
• Minimum 4 years of relevant work experience.
• Proficient in systematic troubleshooting of software issues.
• Ability to design and implement solutions using Laserfiche software.
• Strong communication skills in both written and verbal forms.
• Experience in mentoring and supporting team members.
• Desire to learn and expand knowledge in relevant areas.
• Ability to remain professional in stressful situations.
• Experience in providing customer support and technical assistance.
• Knowledge of software licensing and deployment processes.

Benefits

• Generous time off including vacation and paid holidays.
• Hybrid work environment.
• 401(k) investment options with company match.
• Comprehensive medical care options.
• Free parking and EV charging stations.