Technical Support

**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 & usersthrough 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- 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 satisfactionService 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 furthertroubleshoot 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 setupProduct 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 errormethods 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 authentic