About the Role
- Essential Functions
1. Work with Solution Providers and customers to provide technical support by identifying, troubleshooting, resolving, and documenting Laserfiche technical issues
2. Use third party or Laserfiche tools to check Laserfiche Cloud system diagnostics, investigate system performance issues, monitor availability, and document issues as appropriate
3. Facilitate timely and relevant communication of escalated incidents to impacted stakeholders
4. Engage in post-issue analysis to examine incident response performance, identify areas for service improvement, and monitor progress of implementing recommendations
5. Work with software engineering teams to troubleshoot more complex issues
6. Collaborate with software engineering teams to refine in-application diagnostics (., error logging and reporting) and consolidate data across cloud-based services
7. Develop strong working relationships with Solution Providers, customers and Laserfiche teams
About You - Essential Qualifications
8. 4-year degree (BA, BS) required or equivalent industry experience
9. Must be able to work the shift schedule 6:00 AM to 3:00 PM GMT
10. Preferably experienced and certified at working with AWS
11. Experienced in systems troubleshooting, including database systems, TCP/IP-based networking, web applications, and Windows and Linux system administration
12. Preferably skilled at scripting/programming in one or more of the following: PowerShell, Bash, Python, C#, JavaScript, and Ruby.
13. 2-5 years of software support experience in a customer facing role, and working with ticketing systems
14. Exceptional problem-solving, analytical, communication and customer service skills
15. Ability to learn quickly and adapt to changing environments