Laserfiche
Laserfiche is hiring a Remote Software Support Engineer (Second Shift)
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? Are you an afternoon/evening person that enjoys working a 2nd shift schedule? 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!
Eligible States for Remote Work: Arizona, California, Florida, Georgia, Hawaii, Maryland, Massachusetts, Minnesota, Nevada, Ohio, Oregon, Texas, Virginia, Washington, Washington DC, West Virginia and Wisconsin
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About the Role - Essential Functions
- 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
About You - Essential Qualifications
- 4-year degree (BA, BS) required or equivalent industry experience
- Must be able to work the second shift schedule (3:00 PM to 12:00 AM US Pacific 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.
- 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
- Ability to communicate in Spanish is a plus
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: $60,000 - $75,000 plus a 5% shift premium for second shift hours
Perks & Benefits at a Glance
- Generous time off:
- 15 Days of Vacation
- 3 Floating Holidays
- 2 Paid Volunteer Days
- 9 Paid Holidays
- 4-day Year-end Closure
- 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)
About Us
Laserfiche is the leading global provider of intelligent content management and business process automation. The Laserfiche® platform enables organizations in more than 80 countries to transform into digital businesses. Customers in every industry—including government, education, financial services, and manufacturing—use Laserfiche® to boost productivity, scale their business and deliver digital-first customer experiences. Our employees in offices around the world are committed to the company’s vision of empowering customers and inspiring people to reimagine how technology can transform lives.
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.
See more jobs at Laserfiche
Laserfiche is hiring a Remote Site Reliability Engineer, Cloud
Description
Site Reliability Engineers (SREs) at Laserfiche are responsible for keeping our Laserfiche Cloud systems online and performant for our customers. They react quickly to reported issues within the systems, promote and implement proactive monitoring systems, and create documentation to share knowledge and improve the team’s ability to react to similar issues within the future. Site Reliability Engineers are also responsible for identifying and advocating for potential improvements across the system and implementing automation to decrease toil and improve operational efficiency.
About the Role - Essential Functions
- Investigate, mitigate, document, and address cloud system issues across services and systems infrastructure, and provide communication on impact and resolutions
- Engage in post-issue analysis to improve incident response and handling
- Monitor cloud systems using third party or Laserfiche tools, respond to trends and suggest improvements and implement automation as needed
- Develop tools to reduce toil, improve incident handling, and increase system stability
- Automate recurring system administration tasks with scripting or programming languages.
- Provide documentation and training on appropriate ways to use the systems to partner teams.
- Suggest and implement improvements to our monitoring and alerting mechanisms
- Coordinate with application Software Engineers and Software Support Engineers to maintain and improve system reliability
- Use experience to provide suggestions on changes to resource allocations to improve availability
- Keep up to date on modern technologies and trends, advocating for their inclusion or adoption as makes sense
About You - Essential Qualifications
- Programming with one or more high level language such as Go, Python, JavaScript, etc.
- Familiarity with shell scripting using bash; PowerShell knowledge is a plus
- Experienced in systems troubleshooting, preferably including database systems, TCP/IP-based networking, web applications, and Windows and Linux system administration
- Familiarity with containers and their management with Docker or Kubernetes
- Experience with AWS is strongly preferred
- Strong problem-solving skills and ability to work under pressure
- Strong communication and documentation writing skills in English
- Bachelor's Degree in Computer Science or related technical fields
- 2+ years previous systems administration, network administration, or software development experience
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: $164,610 - $200,000
Perks & Benefits at a Glance
- Generous time off:
- 15 Days of Vacation
- 3 Floating Holidays
- 2 Paid Volunteer Days
- 9 Paid Holidays
- 4-day Year-end Closure
- 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)
About Us
Laserfiche is the leading global provider of intelligent content management and business process automation. The Laserfiche® platform enables organizations in more than 80 countries to transform into digital businesses. Customers in every industry—including government, education, financial services, and manufacturing—use Laserfiche® to boost productivity, scale their business and deliver digital-first customer experiences. Our employees in offices around the world are committed to the company’s vision of empowering customers and inspiring people to reimagine how technology can transform lives.
Click here to learn more about Life at Laserfiche.
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 Laserfiche Talent Acquisition at 562-988-1688.
See more jobs at Laserfiche