Troubleshoot complex issues and determine if an escalation to engineering is needed
Identify severity/impact of reported issues and further escalate as necessary
Work directly with the engineering team via Zoom call for critical issues
Troubleshoot and resolve integration issues with third-party systems
On-call rotation for after-hours support
Communicate directly with customers via Zendesk and Zoom
Document troubleshooting steps and escalate with detail
Become an expert on Legion product configurations
Support technical issues across iOS, Android, and Windows systems
Create knowledge base documentation for common issues
Identify support trends and provide feedback to Engineering

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

$0 monthly premium and other flexible medical, dental, and vision plans effective on the first day of employment
401k plan
Discretionary Paid Time Off and Paid Holidays
Parental Leave
Equity
Monthly Wellness Reimbursement
Monthly Lunch on Legion

Technical Support Engineer

Key skills