Technical Support Engineer
Core
Provide enterprise-grade technical support for Legion's workforce management platform, diagnosing software issues and assisting customer administrators across iOS, Android, and Windows systems.
Role type
Senior IC Technical Support Engineer (SaaS)
Builds
Legion WFM platform (cloud-based workforce management solution)
Domain
Workforce Management / SaaS / Retail & Hospitality
Deliverable
client delivery
Required skills
Troubleshooting complex software issues, documenting best practices in knowledge bases, analyzing customer requirements to translate into software configurations, managing ticketing systems (Zendesk, Jira), communicating with customers in escalated situations, understanding API concepts (OAuth, tokens), SQL querying, REST API troubleshooting, Linux/Unix environment usage
Preferred skills
Workato Automation Pro II certification, experience with integration technologies (HTTP, HTTPS, FTP, SFTP, SOAP, REST, JMS, JDBC), experience in workforce management or retail industry, using Postman for API testing
Technologies
Zendesk, Jira, Confluence, Workato, Postman, Linux/Unix, iOS, Android, Windows, SQL, REST APIs, HTTP, HTTPS, FTP, SFTP, SOAP, JMS, JDBC
Responsibilities
Troubleshoot and resolve integration issues between Legion and 3rd party systems, reproduce technical issues and document troubleshooting steps, create knowledge base documentation for self-service, manage ticket severity and SLAs, escalate critical issues to engineering, coach and mentor other support engineers on service level management, identify support trends and provide feedback to engineering
Seniority
Mid-to-Senior, hands-on IC