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