Support Engineer I

As a Support Engineer, you’ll serve as a trusted technical resource for the Laserfiche community. You’ll work closely with resellers and end users to diagnose issues, resolve software challenges, and ensure smooth operation across a wide range of environments. Your day-to-day work will blend hands-on troubleshooting, customer communication, and collaboration with internal development teams.

This role is ideal for someone who enjoys diving deep into technical problems, thrives in a fast-paced environment, and values continuous learning.

Eligible States for Remote Work: Arizona, California, Hawaii, Nevada, Oregon, and Washington Work schedule:

• This position requires employees to work a fixed schedule of Monday-Friday, 11:00 PM-8:00 AM Pacific Time. Due to business and operational requirements, there is no flexibility to modify the established working hours.

• Occasional weekend/holiday on-call shifts required

About the Role - Key Responsibilities:

Technical Support (80-90% time)

• 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.

Training (10-20% time)

• Enroll and complete relevant product and technical training courses in the company’s Learning Management System.
• Participate in departmental training sessions in-person or remotely.

• 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)

The salary range varies, and pay is based on several factors including but not limited to education, certifications (if applicable), candidate’s geographic region, job-related knowledge, skills and years of experience amongst other factors.

• $29.33 - $37.50 per hour + shift differential premium

Perks & Benefits at a Glance

• Generous time off:
• 15 Days of Vacation
• 3 Floating Holidays
• 2 Paid Volunteer Days
• 9 Paid Holidays
• Various 401 (k) Investment Options and Generous Company Match
• HMO and PPO Medical Care Options

Laserfiche is a global leader in intelligent document management and business process automation, dedicated to helping organizations drive digital transformation. Headquartered in Long Beach, California, Laserfiche empowers businesses of all sizes-from dynamic startups to Fortune 500 enterprises-to accelerate productivity, improve collaboration, and deliver exceptional customer experiences.

Through scalable workflows, customizable digital forms, and AI-powered automation, the Laserfiche platform enables teams to simplify complex processes and operate with greater efficiency. Our no-code solutions empower employees to innovate, adapt quickly, and make data-driven decisions that move their organizations forward.

With a strong global presence and offices across North America, Europe, and Asia, Laserfiche is recognized for its commitment to innovation, quality, and customer success. Our people-first culture fosters professional growth, continuous learning, and collaboration-making Laserfiche a place where talented individuals can shape the future of digital enterprise technology.