Software Support Engineer

at  Laserfiche

DESCRIPTION

Do you thrive in a fast-paced environment using your expertise and creativity to solve problems for people? Do you want to work in a growing organization supporting people on software that’s used—and loved—by organizations around the world? If so, we may be looking for you to join our Product and Customer Support team!
As a Software Support Engineer, you will be communicating with our Solution Providers and customers in a variety of industries—such as financial services, government, and education—and working with them to address any type of issue that arises from using Laserfiche software in both SaaS and self-hosted environments. Additionally, you will help expedite issue resolution, and enhance our DevOps processes for our fast-growing SaaS system. As part of our 24/7 support team, you will also help maintain our cloud system, provide post-issue analysis, and serve as a program resource for delivering SLAs that impact system availability, scalability, reliability, and security for our SaaS cloud service. If you have strong technical skills and enjoy tackling challenging support cases through problem-solving and effective communications, come join our team!

ABOUT YOU - ESSENTIAL QUALIFICATIONS

• 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 GMT
• 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.
• 2-5 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

• 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
• Develop strong working relationships with Solution Providers, customers and Laserfiche teams