Support Engineer I

Product & Customer Support | Remote States, United States Description Laserfiche is hiring a Support Engineer who is motivated by solving complex technical challenges, passionate about delivering exceptional customer experiences, and eager to grow your expertise in enterprise software, this role offers a compelling opportunity. Join a team where your troubleshooting skills, communication strengths, and curiosity will make a real impact for Laserfiche resellers and customers. 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 Must be able to work the following shifts: 11:00 PM- 8:00 AM PST 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. About You - Essential Qualifications 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 Applicants must be authorized to work for Laserfiche in the United States on a full‑time basis without the need for employer sponsorship. We are unable to sponsor new employment visas, or take over sponsorship of existing employment visas, at this time. About Us 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. Equal Opportunity & Non‑Discrimination Statement Laserfiche complies with all Equal Opportunity andAffirmativeAction regulations. Laserfiche makes all employment decisions—such as recruiting, hiring, training, promotion, compensation,professional development practices, discipline and termination—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, except as may be permitted by law. Pursuant to the California Fair Chance Act, LosAngeles County Fair Chance Ordinance for Employers, and the LosAngeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of thematerial job dutiesof this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation. #J-18808-Ljbffr