Technical Support Engineer

September 25

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Legion

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Description

• Provide enterprise-grade assistance to Legion customers. • Diagnose and troubleshoot software issues. • Assist customer administrators & users through end-to-end resolution. • 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 with the engineering team to resolve. • Troubleshoot and resolve integration issues and discrepancies between Legion and 3rd party systems. • Be on an on-call rotation for after hours support. • Communicate with customers via Zendesk and Zoom to understand reported issues. • Document troubleshooting steps and escalate issues to engineering with detail. • Become an expert on Legion product configurations.

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