Technical Support

hace 4 semanas

Tlahuac, México Legion A tiempo completo

**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 & users
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
- 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 authentic

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