Technical Support Engineer

RESPONSIBILITIES AND DUTIES

Troubleshoot complex issues and determine if an escalation to engineering is needed. Identify severity/impact of reported issues and further escalates 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 escape 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. 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. 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. Know all available configuration options so you can 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 be able 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.

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 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 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.

COMPENSATION & BENEFITS

Salary Range: $85,000 - $87,300 + Bonus + Stock Equity. Benefits include, but are not limited to: $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. Equity. Monthly Wellness Reimbursement. Monthly Lunch on Legion. Legion is an equal opportunity employer. All applicants will be considered for employment without attention to race, religion, color, sex, sexual orientation, gender identity, age, national origin, veteran, disability status, or any other basis covered by appropriate law. #J-18808-Ljbffr Legion