Applyđź“Ť United States
🧠Full-Time
đź’¸ $78,000 - $84,000 per year
🔍 Workforce management and software solutions
- Previous experience in a technical support role for Software/SaaS solutions
- Experience documenting best practices in an IT knowledge base
- Strong technical focus, analytical and problem-solving skills
- Excellent English communication skills
- Excellent customer management skills in escalated situations
- Experience writing customer-facing knowledge base articles
- Ability to analyze customer requirements into actionable software configurations
- Understanding of API authentication (OAuth, API keys, tokens etc.)
- Technical expertise in integration technologies and protocols such as HTTP, HTTPS, FTP, SFTP, SOAP, REST, JMS, JDBC
- Experience with SQL and writing moderate queries
- Experience working with and troubleshooting REST APIs
- Experience in workforce management and/or the retail industry
- Experience with Zendesk, Confluence and Jira
- Experience with Workato and Automation Pro II or above certified
- Experience using Postman or similar tools for REST API calls
- Experience using Linux/Unix environments
- Troubleshoot complex issues and determine if an escalation to engineering is needed
- Identify severity/impact of reported issues and further escalate as necessary
- Work directly with the engineering team via Zoom call for critical issues to drive rapid resolution
- Troubleshoot integration issues between Legion and 3rd party systems
- Provide after-hours support in an on-call rotation
- Communicate with customers via Zendesk and Zoom to resolve issues
- Document troubleshooting steps and escalate issues to engineering
- Become an expert on Legion product configurations
- Support technical issues across iOS, Android, and Windows systems
- Create knowledge base documentation to help Support and customers
- Identify support trends and give feedback for bug reports or enhancements
- Manage issues in Zendesk and Jira to meet SLAs
- Guide and mentor other Support Engineers on service level management
- Maintaining wiki documentation accurately reflecting customer setups
SQLAndroidOAuthJiraJDBCREST APICommunication SkillsProblem-solving skillsTechnical support
Posted 3 months ago
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