Technical Support Engineer

Technical Support Engineer

Remote, United States

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

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 SLA

Work 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

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 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

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 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 authentica…