Remote Otter LogoRemoteOtter

Technical Support Engineer - Remote

Posted 3 weeks ago
Customer Service
Full Time
USA
$78,000 - $84,000/year

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.

In Short

  • 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 to drive critical issues to resolution
  • Troubleshoot and resolve integration issues with 3rd party systems
  • Communicate directly with customers via Zendesk and Zoom
  • 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 for common issues
  • Manage issues in Zendesk and Jira to final resolution

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 and translate them into software configurations

Benefits

  • $0 monthly premium for flexible medical, dental, and vision plans
  • 401k plan
  • Discretionary Paid Time Off and Paid Holidays
  • Parental Leave
  • Equity options
  • Monthly Wellness Reimbursement
  • Monthly Lunch on Legion
Legion logo

Legion

Legion is a remote, mission-driven company dedicated to transforming hourly jobs into good jobs. With an award-winning AI-native workforce management platform, Legion focuses on maximizing labor efficiency and enhancing employee engagement for labor-intensive organizations. The company has gained recognition for its innovative solutions, appearing on the Inc. 5000 list and Forbes’ Next Billion Dollar Startups. Backed by prominent investors, Legion aims to empower hourly workers and help employers navigate the complexities of modern workforce management. The culture at Legion is collaborative, fast-paced, and entrepreneurial, providing opportunities for personal and professional growth.

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