Technical Support Engineer

Posted 2024-10-16

View full description

📍 Location: United States

💸 Salary: $78,000 - $84,000 per year

🔍 Industry: Workforce management and software solutions

🏢 Company: Legion

🗣️ Languages: English

🪄 Skills: SQLAndroidOAuthJiraJDBCREST APICommunication Skills

Requirements:

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

Responsibilities:

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

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Technical Support Engineer

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