Support Engineer I (2nd Shift)
$61,006–$78,000 year
HybridLong Beach, California, United States
Job Summary
Troubleshoot and resolve technical issues with Laserfiche software for reseller channel customers via chat, phone, and email. Diagnose system performance, monitor availability, and document incidents using third-party or Laserfiche tools. Collaborate with software engineering teams to refine diagnostics and address complex problems. Facilitate communication of escalated incidents to stakeholders and conduct post-issue analysis to improve service performance. Work the second shift (3:00 PM to 12:00 AM Pacific Time) in a hybrid role (three days in Long Beach, CA). A four-year degree or equivalent experience is required, with AWS certification preferred. Spanish language skills are a plus.
Required Qualifications
- 4-year degree (BA, BS)
- Must be able to work the second shift schedule (3:00 PM to 12:00 AM Pacific Time)
- Experienced in systems troubleshooting, including database systems, TCP/IP-based networking, web applications, and Windows and Linux system administration
- 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
Desired Qualifications
- Preferably experienced and certified at working with AWS
- Preferably skilled at scripting/programming in one or more of the following: PowerShell, Bash, Python, C#, JavaScript, and Ruby
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