About The Role

Join Legion, a fast-paced startup revolutionizing workforce management. As a Technical Support Engineer, you'll provide enterprise-grade assistance to our customers, troubleshoot complex software issues, and work directly with our engineering team to drive resolutions. You'll become an expert on Legion product configurations and support technical issues across various platforms. Enjoy benefits like unlimited paid time off, a 401k plan, and equity.

Diagnose and troubleshoot software issues, assist customer administrators & users through end-to-end resolution.
Troubleshoot complex issues, determine if an escalation to engineering is needed, and work directly with the engineering team for critical issues.
Communicate directly with customers via Zendesk and Zoom to fully understand reported issues and drive the ticket to resolution.
Strong proven technical focus, analytical and problem-solving skills
Excellent customer management skills in highly escalated situations
Ability to analyze a customer’s requirement and translate that into an actionable configuration of software
Demonstrated passion for creating a delightful customer experience for all users
Experience documenting best practices and procedures in an IT knowledge base
Experience writing customer-facing knowledge base articles to enable customer self-service
Previous experience in a technical support role for Software/SaaS solutions
Excellent English language communication skills
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 and demonstrated knowledge of SQL and writing simple to moderate queries
Experience using Linux/Unix environments
Experience with using Postman or similar tooling to make REST API calls
Experience with Workato and Automation Pro II or above certified
Experience in workforce management and/or the retail industry
Experience working with and troubleshooting REST APIs
Experience with Zendesk, Confluence and Jira for ticketing and knowledge management

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