Support Engineer I

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Deliver support via phone, chat, email, and remote channels for Laserfiche software to both resellers and customers.

• Manage personal and team case loads by addressing and working on cases within established SLAs.

• Collaborate with Laserfiche development when cases necessitate additional support.

• Document and submit bug reports encountered during troubleshooting processes.

• Evaluate and confirm software functionality related to hotfixes, patches, updates, and new releases.

• Oversee Laserfiche Answers and provide troubleshooting support through the public forum.

• Review recordings of internal software training sessions and development meetings.

• Ensure compliance with Laserfiche security protocols and all corporate guidelines, protecting classified information through proper data handling methods.

• Register for and complete relevant product and technical training courses via the company’s Learning Management System.

• Engage in departmental training sessions, both in-person and remotely.

⛳️ Requirements

• Strong technical knowledge of document management and enterprise application software.

• Exceptional analytical and problem-solving capabilities.

• Outstanding communication, writing, and instructional abilities, with the capacity to engage audiences of various technical backgrounds while delivering excellent customer service.

• Familiarity with troubleshooting both Cloud and self-hosted Microsoft platforms.

• Ability to excel in a fast-paced environment with multiple priorities and deadlines.

• Experience in customer service or in a customer-facing position.

• A 4-year degree (BA, BS) is required, or equivalent industry experience.

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

🏝️ Benefits

• Generous time off: 15 Days of Vacation

• 3 Floating Holidays

• 2 Paid Volunteer Days

• 9 Paid Holidays

• Various 401 (k) Investment Options and a Generous Company Match

• HMO and PPO Medical Care Options