Technical Support Engineer Remote, Buenos Aires, Argentina 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 Work directly with the engineering team via Zoom call to drive critical 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 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 Create knowledge base documentation to enable Support as well as customers 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 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 Ability to analyze a customer's requirement and translate that into an actionable configuration of software. PREFERRED QUALIFICATIONS AND ATTRIBUTES Understanding of API authentication (OAuth, API keys, tokens, etc.) Experience with SQL and writing simple to moderate queries Experience working with and troubleshooting REST APIs Experience in workforce management and/or the retail industry Experience with Zendesk, Confluence, and Jira for ticketing and knowledge management Experience with Workato and Automation Pro II or above certified Experience using Postman or similar tooling to make REST API calls Experience using Linux/Unix environments. ABOUT LEGION Join Legion's mission to turn hourly jobs into good jobs. We're a remote, mission-driven team seeking exceptional talent to propel this vision. Embrace a culture that's collaborative, fast-paced, and entrepreneurial. With us, you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission.
COMPENSATION & BENEFITS At Legion, we offer competitive compensation and benefits packages to all employees. As a fully remote employer, pay for positions is determined using local, national, and industry-specific survey data.
Benefits include, but are not limited to:
Health Benefits Paid Time Off and Paid Holidays Parental Leave Equity Monthly Wellness Reimbursement Monthly Lunch on Legion EQUAL EMPLOYMENT OPPORTUNITY Legion Technologies is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment.
DISABILITY ACCOMMODATION For individuals with disabilities who need additional assistance at any point in the application and interview process, please email ******
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