Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose intricate issues and assess whether escalation to the engineering team is required.

• Assess the severity and impact of reported problems, escalating as needed.

• Collaborate directly with the engineering team through Zoom for critical matters.

• Resolve integration challenges with third-party systems.

• Participate in an on-call rotation for after-hours assistance.

• Engage directly with customers through Zendesk and Zoom.

• Document troubleshooting processes and escalate issues with comprehensive details.

• Acquire in-depth knowledge of Legion product setups.

• Address technical issues across iOS, Android, and Windows platforms.

• Develop knowledge base articles for frequently encountered issues.

• Recognize support trends and relay feedback to the Engineering team.

⛳️ Requirements

• Prior experience in a technical support capacity for Software/SaaS products.

• Proven experience in documenting best practices and processes in an IT knowledge base.

• Strong technical aptitude, along with analytical and problem-solving abilities.

• Exceptional communication skills in English.

• Excellent customer management capabilities in highly escalated scenarios.

• Experience creating customer-facing knowledge base articles to facilitate self-service.

• A demonstrated commitment to providing an outstanding customer experience for all users.

• Ability to evaluate a customer's needs and convert them into actionable software configurations.

🏝️ Benefits

• $0 monthly premium along with various flexible medical, dental, and vision plans effective from the first day of employment.

• 401k plan.

• Discretionary Paid Time Off and Paid Holidays.

• Parental Leave.

• Equity opportunities.

• Monthly Wellness Reimbursement.

• Monthly Lunch on Legion.