Document Capture Professional Services Engineer

This is a remote position.

As we continually seek to develop progressive new solutions for our partners, we look to hire only the best and brightest. Hard work, commitment, and relationships have propelled ACDI to the status as the most respected partner in the dealer channel. If you covet an opportunity to be a part of a company with no limits, then we may be looking for someone like you

The Document Capture Professional Services Engineer (PSE) plays a vital role in ensuring ACDI’s document capture and workflow solutions are implemented successfully, efficiently, and with consistency. This position bridges the gap between sales and long-term customer satisfaction, owning the installation, configuration, and onboarding experience for Scanshare and related workflow products once the sale is complete.

The Document Capture PSE is a hands-on technical expert and process innovator, responsible for delivering stable deployments, improving documentation, and reducing dependency on vendor-side support. The ideal candidate combines strong technical proficiency with customer-facing professionalism and a passion for building repeatable success.

PRIMARY RESPONSIBILITIES

Implementation & Configuration Ownership

• Lead the installation and configuration of Scanshare (Document Capture Solution) and associated workflow solutions from project kickoff through go-live.
  

• Execute configuration, testing, and validation according to each project’s scope of work (SOW) and defined workflow requirements.
  

• Build repeatable configuration templates and standardized installation playbooks to streamline future deployments.
  

• Consult on all device-level and network prerequisites needed before installation begins.
  

• Collaborate with partners to confirm successful end-to-end workflow operation upon completion.
  

Documentation & Knowledge Development

• Maintain detailed records of all implementations, including environment details, configuration notes, and troubleshooting steps.
  

• Contribute to ACDI’s internal Scanshare Wiki, capturing best practices, workflow templates, and known issues.
  

• Provide assistance with developing and refining internal documentation, such as:
  

• Port and firewall requirement charts
  

• Integration guides (SharePoint, OneDrive, Google Workspace, DocuWare, etc.)
  Test matrices and system diagrams for OEM device compatibility

• Partner with the Product Manager to ensure technical documentation stays aligned with current product versions and regional standards.
  

Cross-Functional Collaboration

• Work closely with Solutions Architects during project discovery to validate scope and technical readiness.
  

• Serve as the technical liaison to Scanshare’s support and development teams, escalating issues that require patching or feature enhancements.
  

• Provide structured feedback to ACDI leadership on recurring issues, integration gaps, or opportunities for process improvement.
  

• Support internal enablement sessions by sharing field insights and post-implementation lessons learned.
  

Customer Experience & Quality Assurance

• Act as the primary technical contact for customers during the installation phase, ensuring clear communication and confidence throughout deployment.
  

• Conduct functional acceptance testing with customers to verify workflow success before project closure.
  

• Identify and mitigate risks during implementation to avoid scope drift or rework.
  

• Provide short-term post-installation follow-up to ensure stability and a smooth transition to ongoing support.
  

• Deliver every project with professionalism, accuracy, and accountability, building customer trust and reinforcing ACDI’s reputation for excellence.
  

Process Improvement & Standardization

• Develop and maintain standard operating procedures (SOPs) and checklists for all major workflow types (e.g., scan-to-folder, scan-to-cloud, scan-to-ERP).
  

• Build a repeatable QA and testing process to validate new OEM device firmware, cloud releases, and integrations.
  

• Measure and report on key metrics such as time-to-completion, success rate, and rework frequency to drive continuous improvement.
  

• Collaborate with leadership to define and maintain installation SLAs and ensure consistent delivery quality across the organization.
  

Performance Metrics

• Successful project completion rate and reduced rework or escalations.
  

• Average installation time versus baseline targets.
  

• Accuracy and completeness of documentation in ACDI systems.
  

• Partner and customer satisfaction ratings.
  

EXPERIENCE & EDUCATION REQUIREMENTS

• High School diploma, preferred Bachelor’s Degree, and a minimum of 10+ years of technical support experience, or an equivalent combination of education and experience required
  

• Database administration, network architecture, and systems administration set you apart
  

• A+, Network+, Security+, Linux+, DELL HW, HP HW certifications preferred
  

• Microsoft/ITIL certification or equivalent preferred
  

• Document management experience preferred
  

• Any scanning and/or document management solution certifications/experience preferred
  

• Must have a basic understanding of the following:
  

• Microsoft Office
  

• Workstation Administration - Windows 10,11, Mac, Linux Administration
  

• Windows, Mac, and Linux file sharing management
  

• Understanding of iOS, ChromeOS, and Android devices
  

• Remote Desktop support
  

• Online Collaboration Tools
  

• Server Administration - Windows Server, including managing Group Policies, Active Directory Users, Groups, and Organizational Units, DNS, and DHCP
  

• Basic Networking and Networking Topology, including Windows and BIND DNS (the more, the better)
  

• Virtual environments, including VMware, Hyper-V, and Proxmox, as they relate to our products
  

• SQL, XML, MS, JavaScript
  

• Network troubleshooting to include the ability to determine that the required connectivity exists between two endpoint devices (i.e., Scanshare Server and an MFP)
  

• Must obtain all available product certifications within 90 days
  

• Familiarity with Google and ZoHo applications sets you apart
  

• Strong professional communication skills (via phone, email, and in-person), problem-solving, negotiation skills, technical capacity, project management, and collaboration
  

• Be able to effectively communicate technical information with non-technical stakeholders as well as all levels of management
  

• Experience exercising discretion and confidentiality with sensitive company or team information
  

• Excellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work
  

PHYSICAL REQUIREMENTS

• Must be able to stand or sit for prolonged periods of time
  

• Must be able to lift 15 pounds
  

• Ability to travel and fly on a commercial airliner if needed
  

• May be required to furnish a passport or other identity documents for international travel
  

SUPERVISORY RESPONSIBILITY

• This position has no supervisory responsibilities.
  

WORK ENVIRONMENT

• Moderate noise level, bullpen environment at Benton Headquarters is preferred
  

• Fast-paced, encouraging, and positive
  

• Employees may be required to furnish adequate internet services, mobile services, and devices necessary to receive business communications on a continual basis
  

OTHER DUTIES

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties,