Technical Support (Tier 2)
Remote, Mexico
JOB 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.
RESPONSIBILITIES AND DUTIES
● Troubleshoot complex issues and determine if an escalation to engineering is needed
● Identify severity/impact of reported issues and further escalate as necessary
● For the most critical issues, work directly with the engineering team via Zoom call to drive issues to resolution as soon as possible
● Troubleshoot and resolve integration issues and discrepancies between Legion and 3rd party systems
● Be on an on-call rotation for after hours support including evenings and weekends
● Communicate directly with customers via Zendesk and Zoom to fully understand reported issues and drive the ticket to resolution
● Reproduce technical issues, thoroughly document troubleshooting steps, and escalate issues to engineering with as much detail as possible
● Become an expert on Legion product configurations
● Become a subject matter expert on the Legion product for the support team
● Be able to support technical issues across iOS, Android OS, and Windows systems via web browsers, mobile apps and clocking devices
● Identify documentation gaps by analyzing common issues
● Creating knowledge base documentation to enable Support as well as customers to be able to resolve common issues and tasks
● Identify support trends and provide feedback and recommendations to Engineering in the form of bug reports and/or enhancement requests
● Manage issues in both Zendesk and Jira to final resolution within SLA
● Work with customers at all levels of the organization to provide world-class customer satisfaction
Service Level Management
● Manage ticket severity and use personal organization for effective SLAs compliance
● Validate ticket requestor is authorized to contact support
● Refer customers (internally or within Legion) if they do not have access to make the change needed to solve their ticket
● Communicate clearly and provide details that Legion Engineering will need to further troubleshoot and/or resolve tickets beyond Support
● Accurately provide an estimate of when the customer will receive a follow-up response
● Coach and mentor other Support Engineers on service level management
● Assist with customer wiki maintenance to ensure correct reflection of customer setup
Product Expertise
● Gain and maintain core product expertise for end users and configuration
● Grow product knowledge through regular release training
● Need to know all available configuration options so that they can recommend a configuration
● Ability to read configuration and translate it to functionality the customer is seeing
● Stays up to date on the latest releases to be able to configure the latest functionality
● Shares product and industry knowledge via knowledge base article authoring, review and publishing
● Gain/maintain Workato Automation Pro II certification or above
YOU WILL DO WELL IN THIS ROLE WHEN YOU
● Demonstrate exceptional ownership, operational, and organization excellence
● Troubleshoot highly complex issues where documentation does not exist
● Investigate issues through reverse engineering and performing extensive trial and error methods to gain a deep understanding of the problem
● Become a trusted advisor to customers, hyper-focused on quality and successful adoption
● Commit to the sustainability of the Support discipline at Legion
● Gain and continually grow knowledge of the Legion WFM solutions and best practices
● Accept personal responsibility for quality and timeliness of work
● Set personal objectives that meet organizational needs
● Are able to meet customer needs while also leading the functions of the PMO
● Build positive relationships with peers while working remotely on projects executed across geographies and cultures
● Listen continuously, learning from others and leveraging input
● Possess unquestionable integrity, credibility, and character proactively demonstrating high moral and ethical behavior
● Work well as a self-starter in a fluid work environment
● Are a career driven individual looking to grow in a fast paced startup
REQUIRED SKILLS AND QUALIFICATIONS
● Previous experience in a technical support role for Software/SaaS solutions
● Experience documenting best practices and procedures in an IT knowledge base
● Strong proven technical focus, analytical and problem-solving skills
● Excellent English language communication skills
● Excellent customer management skills in highly escalated situations
● Experience writing customer-facing knowledge base articles to enable customer self-service
● Demonstrated passion for creating a delightful customer experience for all users
● Ability to analyze a customer’s requirement and translate that into an actionable configuration of software
PREFERRED QUALIFICATIONS AND ATTRIBUTES
● 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 working with and troubleshooting REST APIs
● Experience in workforce management and/or the retail industry
● Experience with Zendesk, Confluence and Jira for ticketing and knowledge management
● Experience with Workato and Automation Pro II or above certified
● Experience with using Postman or similar tooling to make REST API calls.
● Experience using Linux/Unix environments
ABOUT LEGION
Join 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.Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric and proven to deliver 13x ROI. We help labor-intensive organizations maximize labor efficiency and employee engagement simultaneously. Legion has earned recognition for its innovation, including spots on the Inc. 5000 list, Forbes’ Next Billion Dollar Startups, and awards for our AI technology. Backed by leading investors such as Norwest Venture Partners, Stripes, First Round Capital, XYZ Ventures, Webb Investment Network, Workday Ventures, and NTT DOCOMO Ventures, we're making real change. 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 is 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.
For more information, visit https://legion.co
COMPENSATION & BENEFITS
At 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 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 allowing 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 internal equity within the company for the same position.
Benefits include, but are not limited to:
- Health Benefits
- Paid Time Off and Paid Holidays
- Parental Leave
- Equity
- Monthly Wellness Reimbursement
- Monthly Lunch on Legion
EQUAL EMPLOYMENT OPPORTUNITY
Legion Technologies is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
DISABILITY ACCOMMODATION
For individuals with disabilities who need additional assistance at any point in the application and interview process, please email recruiting@legion.co
Legion is an equal opportunity employer. All applicants will be considered for employment without attention to race, religion, color, sex, sexual orientation, gender identity, age, national origin, veteran, disability status, or any other basis covered by appropriate law.
How We Determine What We Pay
As a fully remote employer, Legion determines pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living. For new hires, we strive to make competitive offers allowing the new employee 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 internal equity within the company for the same position. An employee/candidate with a stronger skill set will receive higher pay.
Job Applicant Privacy Policy
This Job Applicant Privacy Policy (“Policy”) describes how Legion Technologies, Inc. (“Legion”, “we”, “us” and “our”) collects, uses, and discloses “personal information” as defined under California law from and about job applicants who are residents of California.
This Policy does not apply to our handling of data gathered about you in your role as a user of our consumer-facing services. When you interact with us as in that role, the Legion Privacy Policy applies.
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Types of Personal Information We Handle
We collect, store, and use various types of personal information through the application and recruitment process. We collect such information either directly from you or (where applicable) from another person or entity, such as an employment agency or consultancy, background check provider, or other referral sources. This information includes:
- Identification and contact information, and related identifiers such as full name, date and place of birth, citizenship and permanent residence, home and business addresses, telephone numbers, email addresses, and such information about your beneficiaries or emergency contacts.
- Professional or employment-related information, including:
- Recruitment, employment, or engagement information such as application forms and information included in a resume, cover letter, or otherwise provided through any application or engagement process; and copies of identification documents, such as driver’s licenses, passports, and visas; and background screening results and references.
- Career information such as job titles; work history; work dates and work locations; information about skills, qualifications, experience, publications, speaking engagements, and preferences; and professional memberships
- Education Information such as institutions attended, degrees, certifications, training courses, publications, and transcript information.
- Legally protected classification information such as race, sex/gender, religious/ philosophical beliefs, gender identity/expression, sexual orientation, marital status, military service, nationality, ethnicity, request for family care leave, political opinions, and criminal history.
- Other information such as any information you voluntarily choose to provide in connection with your job application.
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How We Use Personal Information
We collect, use, share, and store personal information from job applicants for our and our service providers’ business and operational purposes in the recruitment process such as: processing your application, tracking your application through the recruitment process, contacting references with your authorization, conducting background checks you authorize, and making hiring decisions. We will also use job applicant information for internal analysis purposes to understand the applicants who apply and to improve our recruitment process. We may sometimes need to use applicant information for legal purposes, such as in connection with any challenges made to our hiring decisions.
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With Whom We Share Personal Information
We will disclose job applicant personal information to the following types of entities or in the following circumstances (where applicable):
- Internally: to other Legion personnel involved in the recruiting and hiring process.
- Vendors: such as technology service providers, travel management providers, human resources suppliers, background check companies, and employment agencies or recruiters, where applicable.
- Legal Compliance: when required to do so by law, regulation, or court order or in response to a request for assistance by the police or other law enforcement agency.
- Litigation Purposes: to seek legal advice from our external lawyers or in connection with litigation with a third party.
- Business Transaction Purposes: in connection with the sale, purchase, or merger.
- How to Contact Us About this Policy – If you have any questions about this Policy, please contact privacy@legion.co.
