[Hiring] Technical Support Engineer @Legion

Role Description

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.
• Become a subject matter expert on the Legion product 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 by analyzing common issues.
• Create knowledge base documentation to enable Support as well as customers to resolve common issues and tasks.
• Identify support trends and provide feedback and recommendations to Engineering in the form of bug reports and/or enhancement requests.
• Manage issues in both Zendesk and Jira to final resolution within SLA.
• Work with customers at all levels of the organization to provide world-class customer satisfaction.
• Manage ticket severity and use personal organization for effective SLAs compliance.
• Validate ticket requestor is authorized to contact support.
• Refer customers (internally or within Legion) 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 beyond Support.
• 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.
• Gain and maintain core product expertise for end users and configuration.
• Grow product knowledge through regular release training.
• Know all available configuration options to recommend a configuration.
• 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.

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 to enable customer self-service.
• Demonstrated passion for creating a delightful customer experience for all users.
• 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 for ticketing and knowledge management.
• Experience with Workato and Automation Pro II or above certified.
• Experience using Postman or similar tooling to make REST API calls.
• Experience using Linux/Unix environments.

Compensation & Benefits

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