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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 (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 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
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