Technical Support (Tier 2)

August 27

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Description

• 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 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

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