Legion Technologies
Technical Support Engineer
Legion Technologies, Palo Alto, California, United States, 94306
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 & user through end-to-end resolution.RESPONSIBILITIES AND DUTIES
Troubleshoot complex issues and determine if an escalation to engineering is neededIdentify severity/impact of reported issues and further escalate as necessaryFor the most critical issues, work directly with the engineering team via Zoom call to drive issues to resolution as soon as possibleTroubleshoot and resolve integration issues and discrepancies between Legion and 3rd party systemsBe on an on-call rotation for after hours support including evenings and weekendsCommunicate directly with customers via Zendesk and Zoom to fully understand reported issues and drive the ticket to resolutionReproduce technical issues, thoroughly document troubleshooting steps, and escalate issues to engineering with as much detail as possibleBecome an expert on Legion product configurationsBecome a subject matter expert on the Legion product for the support teamBe able to support technical issues across iOS, Android OS, and Windows systems via web browsers, mobile apps and clocking devicesIdentify documentation gaps by analyzing common issuesCreate knowledge base documentation to enable Support as well as customers to be able to resolve common issues and tasksIdentify support trends and provide feedback and recommendations to Engineering in the form of bug reports and/or enhancement requestsManage 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 satisfactionService Level Management
Manage ticket severity and use personal organization for effective SLAs complianceValidate ticket requestor is authorized to contact supportRefer customers (internally or within Legion) if they do not have access to make the change needed to solve their ticketCommunicate clearly and provide details that Legion Engineering will need to further troubleshoot and/or resolve tickets beyond SupportAccurately provide an estimate of when the customer will receive a follow-up responseCoach and mentor other Support Engineers on service level managementAssist with customer wiki maintenance to ensure correct reflection of customer setupProduct Expertise
Gain and maintain core product expertise for end users and configurationGrow product knowledge through regular release trainingNeed to know all available configuration options so that they can recommend a configurationAbility to read configuration and translate it to functionality the customer is seeingStays up to date on the latest releases to be able to configure the latest functionalityShares product and industry knowledge via knowledge base article authoring, review and publishingGain/maintain Workato Automation Pro II certification or aboveYOU WILL DO WELL IN THIS ROLE WHEN YOU
Demonstrate exceptional ownership, operational, and organization excellenceTroubleshoot highly complex issues where documentation does not existInvestigate issues through reverse engineering and performing extensive trial and error methods to gain a deep understanding of the problemBecome a trusted advisor to customers, hyper-focused on quality and successful adoptionCommit to the sustainability of the Support discipline at LegionGain and continually grow knowledge of the Legion WFM solutions and best practicesAccept personal responsibility for quality and timeliness of workSet personal objectives that meet organizational needsAre able to meet customer needs while also leading the functions of the PMOBuild positive relationships with peers while working remotely on projects executed across geographies and culturesListen continuously, learning from others and leveraging inputPossess unquestionable integrity, credibility, and character proactively demonstrating high moral and ethical behaviorWork well as a self-starter in a fluid work environmentAre a career driven individual looking to grow in a fast paced startupREQUIRED SKILLS AND QUALIFICATIONS
Previous experience in a technical support role for Software/SaaS solutionsExperience documenting best practices and procedures in an IT knowledge baseStrong proven technical focus, analytical and problem-solving skillsExcellent English language communication skillsExcellent customer management skills in highly escalated situationsExperience writing customer-facing knowledge base articles to enable customer self-serviceDemonstrated passion for creating a delightful customer experience for all usersAbility to analyze a customer's requirement and translate that into an actionable configuration of softwarePREFERRED QUALIFICATIONS AND ATTRIBUTES
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, JDBCExperience and demonstrated knowledge of SQL and writing simple to moderate queriesExperience working with and troubleshooting REST APIsExperience in workforce management and/or the retail industryExperience with Zendesk, Confluence and Jira for ticketing and knowledge managementExperience with Workato and Automation Pro II or above certifiedExperience with using Postman or similar tooling to make REST API calls.Experience using Linux/Unix environmentsCOMPENSATION & BENEFITS
Salary Range: Base Salary Range $78,000 - $84,000+ Bonus + Stock EquityAt 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.Our posted salary range is done so in good faith based on national data and may be refined for a candidate's region/town/cost of living. 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.$0 monthly premium and other flexible medical, dental, and vision plans effective on the first day of employment401k planDiscretionary Paid Time Off and Paid HolidaysParental LeaveEquityMonthly Wellness ReimbursementMonthly Lunch on LegionABOUT 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 has 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.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 recruiting@legion.co
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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 & user through end-to-end resolution.RESPONSIBILITIES AND DUTIES
Troubleshoot complex issues and determine if an escalation to engineering is neededIdentify severity/impact of reported issues and further escalate as necessaryFor the most critical issues, work directly with the engineering team via Zoom call to drive issues to resolution as soon as possibleTroubleshoot and resolve integration issues and discrepancies between Legion and 3rd party systemsBe on an on-call rotation for after hours support including evenings and weekendsCommunicate directly with customers via Zendesk and Zoom to fully understand reported issues and drive the ticket to resolutionReproduce technical issues, thoroughly document troubleshooting steps, and escalate issues to engineering with as much detail as possibleBecome an expert on Legion product configurationsBecome a subject matter expert on the Legion product for the support teamBe able to support technical issues across iOS, Android OS, and Windows systems via web browsers, mobile apps and clocking devicesIdentify documentation gaps by analyzing common issuesCreate knowledge base documentation to enable Support as well as customers to be able to resolve common issues and tasksIdentify support trends and provide feedback and recommendations to Engineering in the form of bug reports and/or enhancement requestsManage 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 satisfactionService Level Management
Manage ticket severity and use personal organization for effective SLAs complianceValidate ticket requestor is authorized to contact supportRefer customers (internally or within Legion) if they do not have access to make the change needed to solve their ticketCommunicate clearly and provide details that Legion Engineering will need to further troubleshoot and/or resolve tickets beyond SupportAccurately provide an estimate of when the customer will receive a follow-up responseCoach and mentor other Support Engineers on service level managementAssist with customer wiki maintenance to ensure correct reflection of customer setupProduct Expertise
Gain and maintain core product expertise for end users and configurationGrow product knowledge through regular release trainingNeed to know all available configuration options so that they can recommend a configurationAbility to read configuration and translate it to functionality the customer is seeingStays up to date on the latest releases to be able to configure the latest functionalityShares product and industry knowledge via knowledge base article authoring, review and publishingGain/maintain Workato Automation Pro II certification or aboveYOU WILL DO WELL IN THIS ROLE WHEN YOU
Demonstrate exceptional ownership, operational, and organization excellenceTroubleshoot highly complex issues where documentation does not existInvestigate issues through reverse engineering and performing extensive trial and error methods to gain a deep understanding of the problemBecome a trusted advisor to customers, hyper-focused on quality and successful adoptionCommit to the sustainability of the Support discipline at LegionGain and continually grow knowledge of the Legion WFM solutions and best practicesAccept personal responsibility for quality and timeliness of workSet personal objectives that meet organizational needsAre able to meet customer needs while also leading the functions of the PMOBuild positive relationships with peers while working remotely on projects executed across geographies and culturesListen continuously, learning from others and leveraging inputPossess unquestionable integrity, credibility, and character proactively demonstrating high moral and ethical behaviorWork well as a self-starter in a fluid work environmentAre a career driven individual looking to grow in a fast paced startupREQUIRED SKILLS AND QUALIFICATIONS
Previous experience in a technical support role for Software/SaaS solutionsExperience documenting best practices and procedures in an IT knowledge baseStrong proven technical focus, analytical and problem-solving skillsExcellent English language communication skillsExcellent customer management skills in highly escalated situationsExperience writing customer-facing knowledge base articles to enable customer self-serviceDemonstrated passion for creating a delightful customer experience for all usersAbility to analyze a customer's requirement and translate that into an actionable configuration of softwarePREFERRED QUALIFICATIONS AND ATTRIBUTES
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, JDBCExperience and demonstrated knowledge of SQL and writing simple to moderate queriesExperience working with and troubleshooting REST APIsExperience in workforce management and/or the retail industryExperience with Zendesk, Confluence and Jira for ticketing and knowledge managementExperience with Workato and Automation Pro II or above certifiedExperience with using Postman or similar tooling to make REST API calls.Experience using Linux/Unix environmentsCOMPENSATION & BENEFITS
Salary Range: Base Salary Range $78,000 - $84,000+ Bonus + Stock EquityAt 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.Our posted salary range is done so in good faith based on national data and may be refined for a candidate's region/town/cost of living. 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.$0 monthly premium and other flexible medical, dental, and vision plans effective on the first day of employment401k planDiscretionary Paid Time Off and Paid HolidaysParental LeaveEquityMonthly Wellness ReimbursementMonthly Lunch on LegionABOUT 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 has 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.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 recruiting@legion.co
#J-18808-Ljbffr