Job Description

Description

Description

At Laserfiche, we’re passionate about building software that transforms how businesses work. Our Cloud Operations Engineers are at the heart of that mission, ensuring our cloud-based applications run smoothly, securely, and reliably for customers around the world. If you're a systems-savvy problem solver with a knack for diagnostics and a passion for improving processes, we want to hear from you!

Cloud Operations Engineers support the operations of cloud-based software applications to meet Laserfiche’s availability, security, and performance commitments to its customers. They are responsible for monitoring and communicating the health of the service to customers. They work closely with Software Engineers to improve instrumentation and monitoring tools, and with all teams that develop code and deploy changes to the system, to ensure that monitoring, logging, and tracing facilities meet system requirements. Cloud Operations Engineers participate in handling incidents and support issues to achieve timely resolution and assist in post-incident analysis to prevent recurrence and improve future response. They participate in the definition of operational standards and regularly report on system health trends, incidents, and planned improvements.

Eligible States for Remote Work: Florida, Georgia, Maryland, Massachusetts, Minnesota, Ohio, Virginia, Washington DC, West Virginia and Wisconsin

About the Role - Key Responsibilities:

• Service Level Maintenance
  • Perform frequent and continuous monitoring, and regular execution of maintenance tasks in pursuit of service level objectives across engineering teams and component owners
  • Collaborate with engineering teams to curate in-application diagnostics and consolidate such data across services
  • Provide and refine specifications for monitoring and alerting systems for internal awareness of service operations, and implement them where applicable
  • Check logs, application functionality, and diagnostics and file issues as appropriate while performing routine system performance, integrity, and availability monitoring
  • Perform routine maintenance and tuning of diagnostic systems
• Incident Handling
  • Participate in identification, troubleshooting, mitigation, and documentation of any incidents which may arise during system operation
  • Assist Software Support Engineers who require escalation of Cloud support cases
  • Escalate as appropriate to Software Engineers to ensure timely resolution
  • Facilitate timely and relevant communication of incidents to affected stakeholders, including customer success managers, salespeople, executives, product managers, cloud infrastructure engineers, product engineering teams, software support engineers, resellers, and customers, through email, messaging, the system status page, forum posts, support cases, conference calls, or other means, as appropriate.
  • Engage in post-incident analysis to examine incident response performance and identify areas for service improvement.
  • Track and follow up on identified areas of improvement, including but not limited to software bugs, deployment/mitigation methods, and detection/response practices
• Program Resource
  • Contribute to directional discussions in weekly Program meetings
  • Provide justification and assist the cloud product manager with prioritization of system monitoring and health improvements among other backlog items
  • Leverage service level objectives to promote and inform consideration for system resiliency and performance in team planning of software features
  • Assist with the creation, revision, curation, and documentation of service operation standards
  • Present health, incidents, and monitoring coverage statistics rollups to stakeholders on a regular basis
  • Represent cloud system operations to the public and stakeholders in online forums, at conferences and user group meetings, and in calls or visits to customers
• Provide expertise in familiar technical areas
• Establish and maintain positive and effective working relationships with internal and external stakeholders

About You - Essential Qualifications:

• Working knowledge of systems troubleshooting
  • client-server relationships
  • database systems
  • TCP/IP-based networking
  • Windows and Linux system administration
• Excellent problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Experience building cross-functional relationships
• Customer- and quality-focused
• Ability to learn quickly and adapt to changing environments
• Preferred experience with programming/scripting experience, particularly in C#, Python, Ruby, JavaScript, PowerShell and bash
• Preferably experience with distributed high-availability services
• 4-year degree (BA/BS), preferably in a STEM field
• 2-5 years of experience with technical support
• Experience with customer service

Work Schedule:

• Monday through Friday; Weekends and Holidays as needed
• Must be able to work the shift schedule 6:00 AM to 3:00 PM Eastern Time
• On-call for after-hours intervention and incident response based on a pre-defined, rotating schedule

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.

• Range: $85,000 - $144,000 per year

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 (Employees are fully covered under HMO)

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 leading enterprise platform that helps organizations digitally transform operations and manage their content with AI-powered solutions. Through scalable workflows, customizable forms, no-code templates and AI-enabled capabilities, the Laserfiche® document management platform accelerates how business gets done. Trusted by organizations of all sizes—from startups to Fortune 500 enterprises, Laserfiche empowers teams to boost productivity, foster collaboration, and deliver superior customer experience at scale. Headquarters in Long Beach, California, Laserfiche operates globally, with offices across North America, Europe, and Asia. 

Learn more about our team here. 

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.                                  

Laserfiche provides reasonable accommodations for applicants with disabilities upon request. For more information please contact Talent Acquisition at https://www.laserfiche.com/contact/ or 562-988-1688.   

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