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 & users through end-to-end resolution.

In Short

• Troubleshoot complex issues and determine if an escalation to engineering is needed.
• Identify the severity/impact of reported issues and escalate as necessary.
• Work directly with the engineering team to resolve critical issues.
• Troubleshoot and resolve integration issues between Legion and 3rd party systems.
• Be on an on-call rotation for after-hours support.
• Communicate directly with customers via Zendesk and Zoom.
• Document troubleshooting steps and escalate issues to engineering.
• Support technical issues across iOS, Android OS, and Windows systems.
• Create knowledge base documentation for common issues.
• Manage issues in both Zendesk and Jira to final resolution.

Requirements

• Previous experience in a technical support role for Software/SaaS solutions.
• Strong technical focus, analytical and problem-solving skills.
• Excellent English language communication skills.
• Experience writing customer-facing knowledge base articles.
• Bachelor's degree or equivalent.

Benefits

• Health Benefits
• Paid Time Off and Paid Holidays
• Equity
• Monthly Wellness Reimbursement
• Meal Vouchers