Technical Support Engineer

Technical Support Engineer

Remote, Mexico City or Monterrey

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 authentication (OAuth, API keys, tokens, etc.)
• Experience and demonstrated knowledge of SQL and writing simple to moderate queries
• 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.

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. Embrace a culture that's collaborative, fast-paced, and entrepreneurial. With us, you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission. Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric and proven to deliver 13x ROI. We help labor-intensive organizations maximize labor efficiency and employee engagement simultaneously. Legion has earned recognition for its innovation, including spots on the Inc. 5000 list, Forbes’ Next Billion Dollar Startups, and awards for our AI technology. Backed by leading investors such as Norwest Venture Partners, Stripes, First Round Capital, XYZ Ventures, Webb Investment Network, Workday Ventures, and NTT DOCOMO Ventures, we're making real change. If you're ready to make an impact and grow your career, Legion is where you belong. Join us in making hourly work rewarding and fulfilling.

BACKGROUND AND OPPORTUNITY

There are almost 75 million hourly workers in the United States, representing more than half of the entire workforce. Historically, managing hourly employees has been difficult due to high attrition (average of 60%) and high replacement costs (average of $3,200 per employee in retail). The ongoing labor shortage and competition from the gig economy, make it more difficult to attract and retain hourly employees. The top reasons hourly employees leave their jobs are a lack of schedule empowerment, poor communication with employers, and an inability to get paid early. Gen Z and the millennial workforce demand gig-like flexibility, modern technology, and compelling work options. Legion’s mission is to turn hourly jobs into good jobs, serving the hourly workers who make up the majority of the US workforce. We believe in empowering employees and helping employers be efficient and innovative by enabling intelligent automation powered by Legion’s Workforce Management platform to optimize labor efficiency and enhance the employee experience simultaneously.

Legion WFM was built for the cloud with AI at the core and is designed to handle the complexity of modern businesses and meet the needs of today’s hourly employees. Our team is comprised of dedicated individuals from all backgrounds and experiences, globally distributed across all time zones.

For more information, visit https://legion.co

COMPENSATION & BENEFITS

At Legion, we offer competitive compensation and benefits packages to all employees. As a fully remote employer, pay for positions is determined using local, national, and industry-specific survey data.

We strive to make competitive offers allowing employees room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position.

Benefits include, but are not limited to:

• Health Benefits
• Paid Time Off and Paid Holidays
• Parental Leave
• Equity
• Monthly Wellness Reimbursement
• Monthly Lunch on Legion

EQUAL EMPLOYMENT OPPORTUNITY

Legion Technologies is proud to be an equal opportunity employer and is committed to maintaining 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, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

DISABILITY ACCOMMODATION

For individuals with disabilities who need additional assistance at any point in the application and interview process, please email [email protected]