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JOB OVERVIEWAs 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.RESPONSIBILITIES AND DUTIESTroubleshoot complex issues and determine if an escalation to engineering is neededIdentify severity/impact of reported issues and further escalate as necessaryFor the most critical issues, work directly with the engineering team via Zoom call to drive issues to resolution as soon as possibleTroubleshoot and resolve integration issues and discrepancies between Legion and 3rd party systemsBe on an on-call rotation for after hours support including evenings and weekendsCommunicate directly with customers via Zendesk and Zoom to fully understand reported issues and drive the ticket to resolutionReproduce technical issues, thoroughly document troubleshooting steps, and escalate issues to engineering with as much detail as possibleBecome an expert on Legion product configurationsBecome a subject matter expert on the Legion product for the support teamBe able to support technical issues across iOS, Android OS, and Windows systems via web browsers, mobile apps and clocking devicesIdentify documentation gaps by analyzing common issuesCreating knowledge base documentation to enable Support as well as customers to be able to resolve common issues and tasksIdentify support trends and provide feedback and recommendations to Engineering in the form of bug reports and/or enhancement requestsManage issues in both Zendesk and Jira to final resolution within SLAWork with customers at all levels of the organization to provide world-class customer satisfactionService Level ManagementManage ticket severity and use personal organization for effective SLAs complianceValidate ticket requestor is authorized to contact supportRefer customers (internally or within Legion) if they do not have access to make the change needed to solve their ticketCommunicate clearly and provide details that Legion Engineering will need to further troubleshoot and/or resolve tickets beyond SupportAccurately provide an estimate of when the customer will receive a follow-up responseCoach and mentor other Support Engineers on service level managementAssist with customer wiki maintenance to ensure correct reflection of customer setupProduct ExpertiseGain and maintain core product expertise for end users and configurationGrow product knowledge through regular release trainingNeed to know all available configuration options so that they can recommend a configurationAbility to read configuration and translate it to functionality the customer is seeingStays up to date on the latest releases to be able to configure the latest functionalityShares product and industry knowledge via knowledge base article authoring, review and publishingGain/maintain Workato Automation Pro II certification or aboveYOU WILL DO WELL IN THIS ROLE WHEN YOUDemonstrate exceptional ownership, operational, and organization excellenceTroubleshoot highly complex issues where documentation does not existInvestigate issues through reverse engineering and performing extensive trial and error methods to gain a deep understanding of the problemBecome a trusted advisor to customers, hyper-focused on quality and successful adoptionCommit to the sustainability of the Support discipline at LegionGain and continually grow knowledge of the Legion WFM solutions and best practicesAccept personal responsibility for quality and timeliness of workSet personal objectives that meet organizational needsAre able to meet customer needs while also leading the functions of the PMOBuild positive relationships with peers while working remotely on projects executed across geographies and culturesListen continuously, learning from others and leveraging inputPossess unquestionable integrity, credibility, and character proactively demonstrating high moral and ethical behaviorWork well as a self-starter in a fluid work environmentAre a career driven individual looking to grow in a fast paced startupREQUIRED SKILLS AND QUALIFICATIONSPrevious experience in a technical support role for Software/SaaS solutionsExperience documenting best practices and procedures in an IT knowledge baseStrong proven technical focus, analytical and problem-solving skillsExcellent English language communication skillsExcellent customer management skills in highly escalated situationsExperience writing customer-facing knowledge base articles to enable customer self-serviceDemonstrated passion for creating a delightful customer experience for all usersAbility to analyze a customer’s requirement and translate that into an actionable configuration of softwarePREFERRED QUALIFICATIONS AND ATTRIBUTESUnderstanding of API authentication (OAuth, API keys, tokens etc.)Technical expertise in integration technologies and protocols such as HTTP, HTTPS, FTP, SFTP, SOAP, REST, JMS, JDBCExperience and demonstrated knowledge of SQL and writing simple to moderate queriesExperience working with and troubleshooting REST APIsExperience in workforce management and/or the retail industryExperience with Zendesk, Confluence and Jira for ticketing and knowledge managementExperience with Workato and Automation Pro II or above certifiedExperience with using Postman or similar tooling to make REST API calls.Experience using Linux/Unix environmentsCOMPENSATION & BENEFITSSalary Range: Base Salary Range: $85,000 - $87,300 + Bonus + Stock EquityAt Legion, we offer competitive compensation and benefits packages to all employees. As a fully remote employer, pay for positions is determined using local, national, and industry-specific survey data. Our posted salary range is done so in good faith based on national data and may be refined for a candidate's region/town/cost of living. We strive to make competitive offers that allow employees room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and the internal equity for the same position within the company. Benefits include, but are not limited to:$0 monthly premium and other flexible medical, dental, and vision plans effective on the first day of employment401k planDiscretionary Paid Time Off and Paid HolidaysParental Leave Equity Monthly Wellness ReimbursementMonthly Lunch on LegionABOUT LEGIONJoin Legion's mission to turn hourly jobs into good jobs. We're a remote, mission-driven team seeking exceptional talent to propel this vision. Embrace a culture that's collaborative, fast-paced, and entrepreneurial. With us, you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission.Legion Technologies delivers the industry’s most innovative workforce management platform. It enables businesses to maximize labor efficiency and employee engagement simultaneously. The award-winning, AI-driven Legion WFM platform is intelligent, automated, and employee-centric. It’s proven to deliver 13x ROI through schedule optimization, reduced attrition, increased productivity, and increased operational efficiency. Legion delivers cutting-edge technology in an easy-to-use platform and mobile app that employees love. If you're ready to make an impact and grow your career, Legion is where you belong. Join us in making hourly work rewarding and fulfilling.BACKGROUND AND OPPORTUNITY There are almost 75 million hourly workers in the United States, representing more than half of the entire workforce. Historically, managing hourly employees has been difficult due to high attrition (average of 60%) and high replacement costs (average of $3,200 per employee in retail). The ongoing labor shortage and competition from the gig economy make it more difficult to attract and retain hourly employees. The top reasons hourly employees leave their jobs are a lack of schedule empowerment, poor communication with employers, and an inability to get paid early. Gen Z and the millennial workforce demand gig-like flexibility, modern technology, and compelling work options. Legion’s mission is to turn hourly jobs into good jobs, serving the hourly workers who make up the majority of the US workforce. We believe in empowering employees and helping employers be efficient and innovative by enabling intelligent automation powered by Legion’s Workforce Management platform to optimize labor efficiency and enhance the employee experience simultaneously. Legion WFM was built for the cloud with AI at the core and designed to handle the complexity of modern businesses and meet the needs of today’s hourly employees. Our team is comprised of dedicated individuals from all backgrounds and experiences, globally distributed across all time zones.
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