Support Engineer III

Sales | Remote States, United States

Description

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.
 
 
Eligible States for Remote Work: California, Arizona, Hawaii, Nevada, Oregon, Washington, Florida, Georgia, Maryland, Massachusetts, Minnesota, Ohio, Texas, Virginia, Washington DC, West Virginia and Wisconsin
 
About the Role - Key Responsibilities    
 
  • Diagnose software issues
    • Work directly with all customers to diagnose all issue types
    • Collect technical information about the issues for proper escalation
  • Answer questions including but not limited to:
    • The entire Laserfiche software suite, including licensing, security, functionality and deployment and specific expertise in one Laserfiche product (e.g., Laserfiche Forms)
    • At least two non-Laserfiche technologies or at least one non-Laserfiche technology and one coding language
    • High complexity 
  • Design and build custom solutions for small VIP engagements (<20 hours)
    • Work directly with the customer to gather requirements
    • Design, implement, and deploy a solution incorporating out-of-the-box Laserfiche software and functionality
    • Install, configure, and license software necessary for the implementation
    • Provide updates to keep the customer informed on project progress and report/discuss any obstacles
    • Complete technical documentation
    • Provide troubleshooting, training, and support for the customer during end-user testing and the post-deployment phase
  • Support the Services team
    • Backup other Support and Solutions Engineers as needed
    • Participate in knowledge exchange at the forums and other department meetings
  • Provide product feedback and support
    • Review and test new Laserfiche releases to discover bugs and potential enhancements proactively.
    • Provide feedback on current LFD processes and participate in department retrospectives. 
 
About You – Essential Qualifications
  • Bachelor's Degree or equivalent experience in computer science, math, engineering, the physical sciences, or another technical field is preferred
  • 4 years minimum of relevant work experience
  • Proficient at using systematic troubleshooting to diagnose all issues located to a single service. Uses systematic troubleshooting to diagnose cross implementation issues, sometimes with help from more senior engineers
  • Actively identifies areas for improvement within their current role and seeks out project opportunities that focus on these skills. Demonstrates ability to learn skills outside their current role to assist team where challenges are identified. This could include expanding knowledge of LFD support, sales, customization, infrastructure, etc.
  • Understands their knowledge specialties, shares their knowledge frequently with their teammates and contributes to LFD documentation (wiki, templates, etc.). Facilitates discussions within their team, ensuring that everyone has an opportunity to share their opinion and be heard, and that discussion outcomes tie to stated goals
  • Mentors their teammates in an open, respectful, flexible, empathetic manner. Seeks out mentoring opportunities specifically to create team redundancy and backfill ability
  • Actively seeks out opportunities to help their project teammates overcome obstacles, resolve blockers, and complete work tasks. Gives or shares credit where due
  • Works to build strong relationships with their teammates, manager, as well as their relevant business stakeholders
  • Encourages their teammates to openly share their opinions and contribute to discussions in a respectful manner. Approaches disagreement non-defensively with inquisitiveness. Uses contradictory opinions as a basis for constructive, productive conversations Is open to changing their perspective and plans based on others' input
  • Capable of remaining professional throughout a stressful situation while working towards a resolution. Keeps team members informed of progress and helps teammates where possible
  • Demonstrates desire to learn all aspects of their role and actively conducts research in areas of interest that benefit their team. Actively investigates root causes when troubleshooting and recommends solutions to avoid issues in the future
  • Communicates effectively, clearly, concisely in written and verbal form both technical and non-technical subjects, and in an audience-oriented way. Actively listens to others and ensures they are understood. Pays attention to nonverbal communication
  • Delivers praise and constructive feedback to their team, teammates, and manager in a useful manner. Delivers feedback to their team's and project's business stakeholders when opportunities arise
  • Consistently completes assigned tasks with no direction/oversight necessary. Takes the initiative to fix issues or claim tasks before being assigned them

 

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 among other factors.                                
  • Range: $90,000 - $95,000 per year 
 
 
Perks & Benefits at a Glance
                                 
  • Generous time off:
    • 15 Days of Vacation
    • 3 Floating Holidays
    • 2 Paid Volunteer Days
    • 9 Paid Holidays
  • Hybrid Work Environment
  • Free Parking: covered and EV charging stations
  • Various 401 (k) Investment Options and Generous Company Match
  • HMO and PPO Medical Care Options (Employees are fully covered under HMO)
 
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 leading enterprise platform that helps organizations digitally transform operations and manage their content with AI-powered solutions. Through scalable workflows, customizable forms, no-code templates and AI-enabled capabilities, the Laserfiche® document management platform accelerates how business gets done. Trusted by organizations of all sizes—from startups to Fortune 500 enterprises—Laserfiche empowers teams to boost productivity, foster collaboration, and deliver a superior customer experience at scale. Headquartered in Long Beach, California, Laserfiche operates globally, with offices across North America, Europe, and Asia. 

Learn more about our team here. 
 

Laserfiche complies with all Equal Opportunity and Affirmative Action 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.
                                                       
Laserfiche provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Talent Acquisition at https://www.laserfiche.com/contact/
or 562-988-1688. 
 
Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, and the Los Angeles 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 the material job duties of 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. 
 
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