Technical Support Engineer Job at Legion Technologies

Legion Technologies is hiring for the role of Technical Support Engineer!

Responsibilities of the Candidate:

• 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
• 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 
• Reproduce technical issues, thoroughly document troubleshooting steps, and escalate issues to engineering with as much detail as possible 
• Become an expert on Legion product configurations 
• Become a subject matter expert on the Legion product for the support team 
• Be able to support technical issues across iOS, Android OS, and Windows systems via web browsers, mobile apps and clocking devices 
• Identify documentation gaps by analyzing common issues 
• Creating knowledge base documentation to enable Support as well as customers to be able to resolve common issues and tasks 
• Identify support trends and provide feedback and recommendations to Engineering in the form of bug reports and/or enhancement requests 
• Manage 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 satisfaction 

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.