Laserfiche is hiring a Laserfiche Careers

Laserfiche is hiring a Support Engineer to join our Product and Customer Support team. In this role, you will provide technical support to Solution Providers and customers using Laserfiche software in both SaaS and self-hosted environments. You will troubleshoot complex issues, maintain our cloud system, and collaborate with engineering teams to enhance DevOps processes and ensure system reliability.

What You'll Do

• Provide technical support by identifying, troubleshooting, resolving, and documenting Laserfiche technical issues.
• Use third-party and Laserfiche tools to check system diagnostics, investigate performance issues, monitor availability, and document findings.
• Facilitate timely communication of escalated incidents to impacted stakeholders.
• Engage in post-issue analysis to examine response performance and identify areas for service improvement.
• Collaborate with software engineering teams to troubleshoot complex issues and refine in-application diagnostics.
• Mentor new support engineers by providing technical training to expand their troubleshooting capabilities.
• Develop strong working relationships with Solution Providers, customers, and internal Laserfiche teams.

What We're Looking For

• Bachelor’s degree (BA, BS) or equivalent industry experience.
• Availability to work a 6:00 AM to 3:00 PM Eastern Time shift schedule.
• 2–5 years of experience in software support within a customer-facing role.
• Proven experience with ticketing systems and managing technical cases.
• Working knowledge of Windows systems troubleshooting and administration.
• Experience with database systems and basic SQL knowledge.
• Solid understanding of TCP/IP-based networking and web applications.
• Knowledge of HTML, CSS, and JavaScript for web-related issue resolution.
• Exceptional problem-solving, analytical, and communication abilities.
• Strong customer service orientation and ability to learn quickly.

Nice to Have

• Experience and certification in AWS environments.
• Familiarity with programming languages such as Python or C#.
• Scripting experience in PowerShell or Bash.
• Familiarity with Linux system administration.

Technical Stack

• Windows, SQL, TCP/IP, HTML, CSS, JavaScript
• AWS, Python, C#, PowerShell, Bash, Linux

Team & Environment

You will be part of the Product and Customer Support team within a fast-paced, growing organization.

Benefits & Compensation

• Annual salary range: $65,000 - $90,000
• 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 (Employees are fully covered under HMO)

Work Mode

This is a local-country position open to candidates in Florida, Georgia, Maryland, Massachusetts, Minnesota, Ohio, Virginia, Washington DC, West Virginia, and Wisconsin.

Laserfiche complies with all Equal Opportunity and Affirmative Action regulations. All employment decisions are made without regard to race, religion, color, national origin, ancestry, citizenship, sex, pregnancy, age, creed, physical or mental disability, medical condition, genetic characteristic, marital status, veteran status, gender identity/expression, sexual orientation, or any other characteristic protected by law.