Technical Support Engineer
Remote, United States
Remote, United StatesĀ
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JOB OVERVIEW
As a Technical Support Engineer, you will provide enterprise-grade assistance to Legion customers. You will diagnose and troubleshoot software issues and assist customer administrators & user through end-to-end resolution.
RESPONSIBILITIES AND DUTIES
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
- 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
Service Level Management
- Manage ticket severity and use personal organization for effective SLAs compliance
- Validate ticket requestor is authorized to contact support
- Refer customers (internally or within Legion) if they do not have access to make the change needed to solve their ticket
- Communicate clearly and provide details that Legion Engineering will need to further troubleshoot and/or resolve tickets beyond Support
- Accurately provide an estimate of when the customer will receive a follow-up response
- Coach and mentor other Support Engineers on service level management
- Assist with customer wiki maintenance to ensure correct reflection of customer setup
Product Expertise
- Gain and maintain core product expertise ā¦
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Fully remote
Benefits/PerksCompetitive compensation Competitive compensation and benefits packages Discretionary Paid Time Off and Paid Holidays Equity Flexible hours Flexible medical, dental, and vision plans Fully remote Monthly Lunch on Legion Monthly wellness reimbursement Paid Time Off Parental leave Professional development Remote work Stock equity Wellness reimbursement
Tasks- Manage customer tickets
- Provide customer support
- Troubleshoot complex issues
Analytical Android APIs Automation Communication Customer Satisfaction Customer service Documentation IOS Jira Knowledge Base Software Issues Technical Support Troubleshooting Windows Workforce management Zendesk Zoom
Experience3 years
Education TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9