Technical Support Engineer

December 13

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Legion

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11 - 50 employees

Description

• Provide enterprise-grade assistance to customers • Diagnose and troubleshoot software issues • Assist customer administrators & users through resolution • Identify severity/impact of reported issues • Work directly with the engineering team for critical issues • Troubleshoot integration issues between systems • Handle after-hours support on an on-call rotation • Create knowledge base documentation for common issues • Provide feedback to Engineering for enhancements. • Ensure issues are managed to final resolution within SLA.

Requirements

• 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.

Benefits

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