Legion Technologies · 4 days ago
Technical Support Engineer
Remote, United States
Full-time
Remote
Mid Level
$78K/yr - $84K/yr
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Responsibilities
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
Be able to 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
Creating knowledge base documentation to enable Support as well as customers to be able 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 SLAWork with customers at all levels of the organization to provide world-class customer satisfaction
Service Level Management
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
Product Expertise
Gain and maintain core product expertise for end users and configuration
Grow product knowledge through regular release training
Need to know all available configuration options so that they can recommend a configuration
Ability to read configuration and translate it to functionality the customer is seeing
Stays up to date on the latest releases to be able to configure the latest functionality
Shares product and industry knowledge via knowledge base article authoring, review and publishing
Gain/maintain Workato Automation Pro II certification or above
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 to gain a deep understanding of the problem
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
Are able to meet customer needs while also leading the functions of the PMO
Build positive relationships with peers while working remotely on projects executed across geographies and cultures
Listen continuously, learning from others and leveraging input
Possess unquestionable integrity, credibility, and character proactively demonstrating high moral and ethical behavior
Work well as a self-starter in a fluid work environment
Are a career driven individual looking to grow in a fast paced startup
Qualification
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Required
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
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 with using Postman or similar tooling to make REST API calls.
Experience using Linux/Unix environments
Benefits
$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
Company
Legion Technologies
Legion Technologies offers an intelligent workforce management platform designed to enhance labor efficiency and employee engagement.
Founded in 2016
51-200 employees
Funding
Current Stage
Late StageTotal Funding
$135.5MKey Investors
Riverwood CapitalStripesNorwest Venture Partners
2024-05-07Series D· $50M
2021-05-11Series C· $50M
2020-09-02Series B· $22M
Leadership Team
Sanish Mondkar
Founder & CEO
Gopal Sundaram
CTO
Recent News
2024-11-14
Convenience Store News
2024-06-06
Company data provided by crunchbase
