Support Engineer II

November 7

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Laserfiche

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Enterprise Content Management (ECM) software • Document Management (DM) • Records Management (RM) • Business Process Management (BPM) • Electronic Forms

201 - 500 employees

Founded 1987

☁️ SaaS

🏢 Enterprise

Description

• Do you thrive in a fast-paced environment using your expertise and creativity to solve problems for people? • Work with Solution Providers and customers to provide technical support by identifying, troubleshooting, resolving, and documenting Laserfiche technical issues • Use third party or Laserfiche tools to check Laserfiche Cloud system diagnostics, investigate system performance issues, monitor availability, and document issues as appropriate • Facilitate timely and relevant communication of escalated incidents to impacted stakeholders • Engage in post-issue analysis to examine incident response performance, identify areas for service improvement, and monitor progress of implementing recommendations • Work with software engineering teams to troubleshoot more complex issues • Collaborate with software engineering teams to refine in-application diagnostics (e.g., error logging and reporting) and consolidate data across cloud-based services • Mentor new support engineers by providing technical training to expand their troubleshooting capabilities • Develop strong working relationships with Solution Providers, customers and Laserfiche teams

Requirements

• 4-year degree (BA, BS) required or equivalent industry experience • Must be able to work the shift schedule 6:00 AM to 3:00 PM Eastern Time • Preferably experienced and certified at working with AWS • Experienced in systems troubleshooting, including database systems, TCP/IP-based networking, web applications, and Windows and Linux system administration • Preferably skilled at scripting/programming in one or more of the following: PowerShell, Bash, Python, C#, JavaScript, and Ruby. • Basic knowledge of SQL, HTML, CSS, and JS • Two-to-five years of software support experience in a customer facing role, and working with ticketing systems • Exceptional problem-solving, analytical, communication and customer service skills • Ability to learn quickly and adapt to changing environments

Benefits

• 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 (Employees are fully covered under HMO)