Technical Support Engineer

JOB OVERVIEW

As a Technical Support Engineer, you will provide enterprise-grade assistance to Legion customers. You will diagnose and troubleshoot software issues and assist customer administrators & users through end-to-end resolution.

RESPONSIBILITIES AND DUTIES

• Troubleshoot complex issues and determine if an escalation to engineering is needed.
• Identify severity/impact of reported issues and further escalate as necessary.
• For the most critical issues, work directly with the engineering team via Zoom call to drive issues to resolution as soon as possible.
• Troubleshoot and resolve integration issues and discrepancies between Legion and 3rd party systems.
• Be on an on-call rotation for after hours support including evenings and weekends.
• Communicate directly with customers via Zendesk and Zoom to fully understand reported issues and drive the ticket to resolution.
• Reproduce technical issues, thoroughly document troubleshooting steps, and escalate issues to engineering with as much detail as possible.
• Become an expert on Legion product configurations and a subject matter expert for the support team.
• Support technical issues across iOS, Android OS, and Windows systems via web browsers, mobile apps, and clocking devices.
• Identify documentation gaps and create knowledge base documentation to enable Support and customers to resolve common issues.
• Identify support trends and provide feedback to Engineering in the form of bug reports and/or enhancement requests.
• Manage issues in both Zendesk and Jira to final resolution within SLA.

Service Level Management

• Manage ticket severity and use personal organization for effective SLA compliance.
• Validate ticket requestor is authorized to contact support.
• Refer customers internally if they do not have access to make the change needed to solve their ticket.
• Communicate clearly and provide details that Legion Engineering will need to further troubleshoot and/or resolve tickets.
• Accurately provide an estimate of when the customer will receive a follow-up response.
• Coach and mentor other Support Engineers on service level management.
• Assist with customer wiki maintenance to ensure correct reflection of customer setup.

Product Expertise

• Gain and maintain core product expertise for end users and configuration.
• Grow product knowledge through regular release training.
• Maintain knowledge of all available configuration options to recommend solutions.
• Ability to read configuration and translate it to functionality the customer is seeing.
• Stay up to date on the latest releases to configure the latest functionality.
• Share product and industry knowledge via knowledge base article authoring, review, and publishing.
• Gain/maintain Workato Automation Pro II certification or above.

YOU WILL DO WELL IN THIS ROLE WHEN YOU

• Demonstrate exceptional ownership, operational, and organization excellence.
• Troubleshoot highly complex issues where documentation does not exist.
• Investigate issues through reverse engineering and performing extensive trial and error methods.
• Become a trusted advisor to customers, hyper-focused on quality and successful adoption.
• Commit to the sustainability of the Support discipline at Legion.
• Gain and continually grow knowledge of the Legion WFM solutions and best practices.
• Accept personal responsibility for quality and timeliness of work.
• Set personal objectives that meet organizational needs.
• Build positive relationships with peers while working remotely.
• Listen continuously, learning from others and leveraging input.
• Possess unquestionable integrity, credibility, and character.
• Work well as a self-starter in a fluid work environment.
• Are a career-driven individual looking to grow in a fast-paced startup.

REQUIRED SKILLS AND QUALIFICATIONS

• Previous experience in a technical support role for Software/SaaS solutions.
• Experience documenting best practices and procedures in an IT knowledge base.
• Strong proven technical focus, analytical and problem-solving skills.
• Excellent English language communication skills.
• Excellent customer management skills in highly escalated situations.
• Experience writing customer-facing knowledge base articles.
• Demonstrated passion for creating a delightful customer experience.
• Ability to analyze a customer's requirement and translate that into an actionable configuration of software.

PREFERRED QUALIFICATIONS AND ATTRIBUTES

• Understanding of API authentication (OAuth, API keys, tokens etc.).
• Technical expertise in integration technologies and protocols such as HTTP, HTTPS, FTP, SFTP, SOAP, REST, JMS, JDBC.
• Experience and demonstrated knowledge of SQL and writing simple to moderate queries.
• Experience working with and troubleshooting REST APIs.
• Experience in workforce management and/or the retail industry.
• Experience with Zendesk, Confluence, and Jira.
• Experience with Workato and Automation Pro II or above certified.
• Experience with using Postman or similar tooling to make REST API calls.
• Experience using Linux/Unix environments.

COMPENSATION & BENEFITS

• Salary Range: $85,000 - $87,300 + Bonus + Stock Equity.
• $0 monthly premium and other flexible medical, dental, and vision plans.
• 401k plan, Discretionary Paid Time Off, and Paid Holidays.
• Parental Leave, Equity, Monthly Wellness Reimbursement, and Monthly Lunch on Legion.

ABOUT LEGION

Join Legion's mission to turn hourly jobs into good jobs. We're a remote, mission-driven team seeking exceptional talent to propel this vision. Legion Technologies delivers the industry's most innovative, AI-driven workforce management platform.

EQUAL EMPLOYMENT OPPORTUNITY

Legion Technologies is an equal-opportunity employer committed to a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, disability, marital status, sexual orientation, or any other legally protected status.