Technical Support Engineer

Technical Support Engineer Remote, United States JOB OVERVIEWAs 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 DUTIESTroubleshoot 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 issuesCreating 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 ManagementManage 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 ExpertiseGain 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 YOUDemonstrate 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 QUALIFICATIONSPrevious 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 ATTRIBUTESUnderstanding of API authentication (OAuth, API keys, tokens etc.)Technical expertise in integration technologies and protocols such as HTTP, HTTPS,