Support-Engineer, Technical-Support-Engineer, Customer-Support-Specialist Jobs

Overview: Technical Support and Customer Advocacy

The Support Engineer / Customer Success role is the primary technical interface for our users. You'll provide timely, expert technical support to both our e-commerce customers and internal users of our sophisticated supply chain tools (WMS, OMS). This role is critical for ensuring high client satisfaction, rapid issue resolution, and capturing valuable user feedback to drive product improvement across the platform.

Internship Details

Duration: 3 months

Start Date: Immediate

Location: Remote

Stipend: None initially. Based on your first-quarter performance, you may be offered a paid full-time opportunity, or even be absorbed directly by the client as an FTE.

Key Responsibilities & Core Projects

You will manage the full lifecycle of support issues, from initial report to final resolution, focusing on user enablement.

• Technical Troubleshooting: Provide Tier 1 and Tier 2 technical support, rapidly diagnosing and resolving platform issues for e-commerce transactions, B2B portal access, and internal application functions (e.g., inventory display issues, order processing errors).

• Client Onboarding & Training: Conduct technical onboarding sessions for new B2B clients and internal teams, ensuring they effectively utilize the platform's features, especially complex domain modules like the OMS and WMS.

• Ticket Management: Manage the support queue in our internal ServiceNow-like system, ensuring all support tickets adhere to defined SLAs and maintain comprehensive documentation of troubleshooting steps and resolutions.

• Escalation and Feedback: Act as the liaison between users and the engineering teams. Accurately document and escalate complex bugs/feature requests (e.g., performance issues, compliance gaps) and verify fixes before closing tickets.

• Customer Feedback Loop: Proactively gather customer feedback and usage insights to inform product roadmaps, documentation improvements, and service training materials.

Required Technologies & Tools

Candidates should be technically adept with experience in troubleshooting web applications and using support platforms:

• Application Troubleshooting: Proficiency in debugging web application issues (using browser developer tools) and understanding API communication flows.

• Support Systems: Experience managing complex ticketing systems (ServiceNow, Jira Service Desk, etc.).

• Platform Familiarity: Basic ability to interpret logs from the observability stack (Grafana/Loki) to aid in initial diagnosis.

• Domain Focus: Strong ability to quickly learn and articulate complex supply chain concepts (MES $\rightarrow$ WMS $\rightarrow$ OMS).

AI Agent Focus

You will interact with and help support the AI tools used for customer service.

• Agent QA: Provide feedback and troubleshooting for the AI customer support agents, identifying instances where the LLM-powered tools fail or provide inaccurate information.

• Knowledge Base Curation: Contribute to maintaining and structuring the knowledge base that feeds the AI agents, improving their accuracy and effectiveness.

Success Metrics & Career Path

Performance will be measured by:

• Resolution Time (MTTR): Achievement of defined SLAs for initial response and Mean Time To Resolution (MTTR).

• Customer Satisfaction (CSAT): High customer satisfaction scores based on ticket resolution quality.

• Escalation Quality: Quality and completeness of documentation for bugs and feature requests escalated to engineering.

Mentorship Structure: Reports to the Customer Success Manager or Engineering Lead, working closely with the development teams to understand and communicate technical resolutions.

Originally posted on Himalayas

Laserfiche is hiring a Support Engineer who is motivated by solving complex technical challenges, passionate about delivering exceptional customer experiences, and eager to grow your expertise in enterprise software, this role offers a compelling opportunity. Join a team where your troubleshooting skills, communication strengths, and curiosity will make a real impact for Laserfiche resellers and customers.

As a Support Engineer, you’ll serve as a trusted technical resource for the Laserfiche community. You’ll work closely with resellers and end users to diagnose issues, resolve software challenges, and ensure smooth operation across a wide range of environments. Your day-to-day work will blend hands-on troubleshooting, customer communication, and collaboration with internal development teams.

This role is ideal for someone who enjoys diving deep into technical problems, thrives in a fast-paced environment, and values continuous learning.

Work schedule:

• Occasional weekend/holiday on-call shifts required

About the Role - Key Responsibilities:

Technical Support (80-90% time)

• Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers.
• Maintain personal and departmental case load by responding to and working on cases within stated SLAs.
• Coordinate with Laserfiche development when cases require additional assistance
• Report and file bug tickets that come up during troubleshooting
• Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases
• Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum
• Watch and review videos of internal software training sessions and development meetings
• Ensure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practices.

Training (10-20% time)

• Enroll and complete relevant product and technical training courses in the company’s Learning Management System.
• Participate in departmental training sessions in-person or remotely.

About You - Essential Qualifications:

• Strong technical understanding of document management and enterprise application software.
• Excellent analytical and problem-solving skills.
• Excellent communication, writing and teaching skills with the ability to speak to audiences of all technical levels while providing great customer service.
• Familiarity with troubleshooting Cloud and self-hosted Microsoft platforms.
• Ability to thrive in a fast-paced environment with competing priorities and deadlines.
• Experience providing customer service or being in a customer-facing role.
• 4-year degree (BA, BS) required or equivalent industry experience
• Must be able to work the third shift schedule (11:00 PM to 8:00 AM Pacific Standard Time)

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 amongst other factors.

• $29.33 - $37.50 per hour + shift differential premium

Perks & Benefits at a Glance

• Generous time off:
  • 15 Days of Vacation
  • 3 Floating Holidays
  • 2 Paid Volunteer Days
  • 9 Paid Holidays
• Various 401 (k) Investment Options and Generous Company Match
• HMO and PPO Medical Care Options

Applicants must be authorized to work for Laserfiche in the United States on a full-time basis without the need for employer sponsorship. We are unable to sponsor new employment visas, or take over sponsorship of existing employment visas, at this time.

About Us

Laserfiche is a global leader in intelligent document management and business process automation, dedicated to helping organizations drive digital transformation. Headquartered in Long Beach, California, Laserfiche empowers businesses of all sizes—from dynamic startups to Fortune 500 enterprises—to accelerate productivity, improve collaboration, and deliver exceptional customer experiences.

Through scalable workflows, customizable digital forms, and AI-powered automation, the Laserfiche platform enables teams to simplify complex processes and operate with greater efficiency. Our no-code solutions empower employees to innovate, adapt quickly, and make data-driven decisions that move their organizations forward.

With a strong global presence and offices across North America, Europe, and Asia, Laserfiche is recognized for its commitment to innovation, quality, and customer success. Our people-first culture fosters professional growth, continuous learning, and collaboration—making Laserfiche a place where talented individuals can shape the future of digital enterprise technology.

Learn more about our team here.

Laserfichecomplies 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 or 562-988-1688.

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

Originally posted on Himalayas