About the Role:
Do you thrive in a fast-paced environment and love solving technical problems that make a difference? Laserfiche is seeking a Support Engineer to join our Product and Customer Support team. In this role, you’ll assist customers and Solution Providers across industries—including finance, education, and government—in resolving complex software issues for both SaaS and self-hosted deployments. You’ll also contribute to our DevOps processes, cloud system maintenance, post-issue analysis, and help deliver SLA-aligned support for our rapidly expanding cloud services.
Key Responsibilities:
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Troubleshoot and resolve technical issues related to Laserfiche software for both SaaS and self-hosted environments
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Use diagnostic tools to monitor system performance and availability
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Communicate with stakeholders during escalated incidents and provide timely updates
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Conduct post-issue analysis and recommend improvements for service delivery
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Collaborate with software engineering teams to diagnose complex system issues and improve diagnostics
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Mentor new support engineers by providing hands-on training and guidance
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Build relationships with customers and internal teams to ensure a seamless support experience
Qualifications:
Required:
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Bachelor’s degree or equivalent industry experience
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2–5 years of experience in software support or technical troubleshooting
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Experience with database systems, networking (TCP/IP), web apps, Windows & Linux administration
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Strong customer service, communication, and analytical skills
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Proficiency in basic SQL, HTML, CSS, and JavaScript
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Experience working with ticketing systems
Preferred:
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AWS certification or experience
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Scripting/programming skills in PowerShell, Bash, Python, C#, JavaScript, or Ruby
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Experience in a customer-facing role within enterprise or SaaS environments
Perks & Benefits:
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Generous time off:
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15 vacation days
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3 floating holidays
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2 paid volunteer days
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9 paid holidays
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401(k) with multiple investment options and generous company match
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Medical: HMO fully covered for employees, PPO options available
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No visa sponsorship available – Candidates must be authorized to work in the U.S.
About Laserfiche:
Laserfiche is a global enterprise content management platform trusted by startups, governments, and Fortune 500 companies alike. With AI-powered automation tools and customizable workflows, Laserfiche helps teams streamline operations, increase collaboration, and elevate customer experiences. Headquartered in Long Beach, California, we serve clients worldwide with offices across North America, Europe, and Asia.
Learn more about our team here »
Equal Opportunity Employer:
Laserfiche is committed to creating a diverse and inclusive work environment. We make employment decisions without regard to race, color, religion, national origin, gender, sexual orientation, disability, or any other status protected by law. Reasonable accommodations are available for applicants with disabilities upon request.
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