Cloud Support Engineer

| Greater LA Area
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Description

The Cloud Support Engineer role is for people who are passionate about helping others. 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. If you have strong technical skills and enjoy tackling challenging support cases through problem-solving and effective communications, come join Laserfiche’s Technical Support group!

Laserfiche is looking for an experienced Cloud Support Engineer to 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.

Laserfiche is the leading global provider of intelligent content management and business process automation. Today, Laserfiche is innovating with cloud, machine learning and AI to enable organizations in more than 80 countries to transform into digital businesses. Laserfiche 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.

Responsibilities Include

  • 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

What You'll Need:

  • 4-year degree (BA, BS) preferred
  • Preferably experienced and certified at working with AWS
  • Experienced in systems troubleshooting, preferably 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.
  • Two-to-five years of technical support experience interacting with customers and working with ticketing systems
  • Exceptional problem-solving, analytical, communication and customer service skills
  • Ability to learn quickly and adapt to changing environments
  • Must be available after hours based on a rotating schedule to perform periodic system checks and to be on-call for incident response and escalations

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.

***Please note that this is NOT a remote role***

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ASP.NETFrameworks
    • PostgreSQLDatabases

Location

Our Long Beach HQ office is located in the heart of Bixby Knolls known for a strong community & various trendy restaurants.

What are Laserfiche Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Daily stand up
Group brainstorming sessions
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

On-site recreation: pool tables, ping pong, free yoga classes. Social clubs: running, sailing, climbing, book club, board game club, hiking and more. Professional development opportunities like Toastmasters International.

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