Technical Support Engineer - Remote

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