Legion is building a regulatory-compliant platform that enables companies to conduct responsible, IPO-style initial coin offerings (ICOs) for retail investors.
<h1><strong>Technical Support Engineer </strong></h1> <h2><strong>Remote, United States </strong></h2> <p><strong>JOB OVERVIEW</strong></p> <p><strong><br></strong>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 & users through end-to-end resolution.</p> <p><br><strong>RESPONSIBILITIES AND DUTIES</strong></p> <p>Troubleshoot complex issues and determine if an escalation to engineering is needed</p> <ul> <li>Identify severity/impact of reported issues and further escalate as necessary</li> <li>For the most critical issues, work directly with the engineering team via Zoom call to drive issues to resolution as soon as possible</li> <li>Troubleshoot and resolve integration issues and discrepancies between Legion and 3rd party systems</li> <li>Be on an on-call rotation for after hours support including evenings and weekends</li> <li>Communicate directly with customers via Zendesk and Zoom to fully understand reported issues and drive the ticket to resolution</li> <li>Reproduce technical issues, thoroughly document troubleshooting steps, and escalate issues to engineering with as much detail as possible</li> <li>Become an expert on Legion product configurations</li> <li>Become a subject matter expert on the Legion product for the support team</li> <li>Be able to support technical issues across iOS, Android OS, and Windows systems via web browsers, mobile apps and clocking devices</li> <li>Identify documentation gaps by analyzing common issues</li> <li>Creating knowledge base documentation to enable Support as well as customers to be able to resolve common issues and tasks</li> <li>Identify support trends and provide feedback and recommendations to Engineering in the form of bug reports and/or enhancement requests</li> <li>Manage issues in both Zendesk and Jira to final resolution within SLA<br>Work with customers at all levels of the organization to provide world-class customer satisfaction</li> </ul> <p><br><strong>Service Level Management</strong></p> <ul> <li>Manage ticket severity and use personal organization for effective SLAs compliance</li> <li>Validate ticket requestor is authorized to contact support</li> <li>Refer customers (internally or within Legion) if they do not have access to make the change needed to solve their ticket</li> <li>Communicate clearly and provide details that Legion Engineering will need to further troubleshoot and/or resolve tickets beyond Support</li> <li>Accurately provide an estimate of when the customer will receive a follow-up response</li> <li>Coach and mentor other Support Engineers on service level management</li> <li>Assist with customer wiki maintenance to ensure correct reflection of customer setup</li> </ul> <p><strong>Product Expertise</strong></p> <ul> <li>Gain and maintain core product expertise for end users and configuration</li> <li>Grow product knowledge through regular release training</li> <li>Need to know all available configuration options so that they can recommend a configuration</li> <li>Ability to read configuration and translate it to functionality the customer is seeing</li> <li>Stays up to date on the latest releases to be able to configure the latest functionality</li> <li>Shares product and industry knowledge via knowledge base article authoring, review and publishing</li> <li>Gain/maintain Workato Automation Pro II certification or above</li> </ul> <p><br><strong>YOU WILL DO WELL IN THIS ROLE WHEN YOU</strong></p> <ul> <li>Demonstrate exceptional ownership, operational, and organization excellence</li> <li>Troubleshoot highly complex issues where documentation does not exist</li> <li>Investigate issues through reverse engineering and performing extensive trial and error methods to gain a deep understanding of the problem</li> <li>Become a trusted advisor to customers, hyper-focused on quality and successful adoption</li> <li>Commit to the sustainability of the Support discipline at Legion</li> <li>Gain and continually grow knowledge of the Legion WFM solutions and best practices</li> <li>Accept personal responsibility for quality and timeliness of work</li> <li>Set personal objectives that meet organizational needs</li> <li>Are able to meet customer needs while also leading the functions of the PMO</li> <li>Build positive relationships with peers while working remotely on projects executed across geographies and cultures</li> <li>Listen continuously, learning from others and leveraging input</li> <li>Possess unquestionable integrity, credibility, and character proactively demonstrating high moral and ethical behavior</li> <li>Work well as a self-starter in a fluid work environment</li> <li>Are a career driven individual looking to grow in a fast paced startup</li> </ul> <p><br><strong>REQUIRED SKILLS AND QUALIFICATIONS</strong></p> <ul> <li>Previous experience in a technical support role for Software/SaaS solutions</li> <li>Experience documenting best practices and procedures in an IT knowledge base</li> <li>Strong proven technical focus, analytical and problem-solving skills</li> <li>Excellent English language communication skills</li> <li>Excellent customer management skills in highly escalated situations</li> <li>Experience writing customer-facing knowledge base articles to enable customer self-service</li> <li>Demonstrated passion for creating a delightful customer experience for all users</li> <li>Ability to analyze a customer’s requirement and translate that into an actionable configuration of software</li> </ul> <p><strong>PREFERRED QUALIFICATIONS AND ATTRIBUTES</strong></p> <ul> <li>Understanding of API authentication (OAuth, API keys, tokens etc.)</li> <li>Technical expertise in integration technologies and protocols such as HTTP, HTTPS, FTP, SFTP, SOAP, REST, JMS, JDBC</li> <li>Experience and demonstrated knowledge of SQL and writing simple to moderate queries</li> <li>E