Technical Support Engineer

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.

Legion Technologies delivers the industry’s most innovative workforce management platform. It enables businesses to maximize labor efficiency and employee engagement simultaneously. The award-winning, AI-driven Legion WFM platform is intelligent, automated, and employee-centric. It’s proven to deliver 13x ROI through schedule optimization, reduced attrition, increased productivity, and increased operational efficiency. Legion delivers cutting-edge technology in an easy-to-use platform and mobile app that employees love.

If you’re ready to make an impact and grow your career, Legion is where you belong. Join us in making hourly work rewarding and fulfilling.

Background and Opportunity

There are almost 75 million hourly workers in the United States, representing more than half of the entire workforce. Historically, managing hourly employees has been difficult due to high attrition (average of 60%) and high replacement costs (average of $3,200 per employee in retail). The ongoing labor shortage and competition from the gig economy make it more difficult to attract and retain hourly employees. The top reasons hourly employees leave their jobs are a lack of schedule empowerment, poor communication with employers, and an inability to get paid early. Gen Z and the millennial workforce demand gig-like flexibility, modern technology, and compelling work options. Legion’s mission is to turn hourly jobs into good jobs, serving the hourly workers who make up the majority of the US workforce. We believe in empowering employees and helping employers be efficient and innovative by enabling intelligent automation powered by Legion’s Workforce Management platform to optimize labor efficiency and enhance the employee experience simultaneously. Legion WFM was built for the cloud with AI at the core and designed to handle the complexity of modern businesses and meet the needs of today’s hourly employees. Our team is comprised of dedicated individuals from all backgrounds and experiences, globally distributed across all time zones.

For more information, visit https://legion.co

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 critical issues, work directly with the engineering team via Zoom call to drive issues to resolution.
• 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 ticket resolution.
• Reproduce technical issues, thoroughly document troubleshooting steps, and escalate issues to engineering with detailed information.
• Become an expert on Legion product configurations and a subject matter expert on the Legion product for the support team.
• 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 empower both Support and 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.

Service Level Management

• Manage ticket severity and use personal organization for effective SLAs compliance.
• Validate ticket requestor authorization to contact support.
• Refer customers (internally or within Legion) if they lack the necessary access to make required changes.
• Communicate clearly and provide details needed by Legion Engineering for further troubleshooting/resolution.
• Accurately provide an estimate for customer follow-up response times.
• 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.
• Understand all available configuration options to recommend optimal configurations.
• Ability to read configurations and translate them into customer-facing functionality.
• Stay up-to-date on the latest releases to configure new functionality.
• Share 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 organizational excellence.
• Troubleshoot highly complex issues where documentation does not exist.
• Investigate issues through reverse engineering and extensive trial-and-error methods.
• 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 Legion WFM solutions and best practices.
• Accept personal responsibility for the quality and timeliness of work.
• Set personal objectives that meet organizational needs.
• Meet customer needs while leading the functions of the PMO.
• Build positive relationships with peers while working remotely across geographies and cultures.
• Listen continuously, learn from others, and leverage 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 customer requirements and translate them into actionable software configurations.

Preferred Qualifications and Attributes

• Understanding of API authentication (OAuth, API keys, tokens, etc.).
• Technical expertise in integration technologies and protocols such as HTTP, HTTPS, FTP, SFTP, SOAP, REST, JMS, JDBC.
• Experience and demonstrated knowledge of 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 certification.
• Experience with using Postman or similar tooling to make REST API calls.
• Experience using Linux/Unix environments.

Compensation & Benefits

• Salary Range: Base Salary Range: $85,000 - $87,300 + Bonus + Stock Equity
• At Legion, we offer competitive compensation and benefits packages.
• As a fully remote employer, pay is determined using local, national, and industry-specific survey data.
• The posted salary range is based on national data and may be refined for a candidate’s region/town/cost of living. We strive to make competitive offers with room for future growth.
• Salaries are based on applicant’s location, experience level, education, and specialized knowledge/skills, as well as external market rate, internal budget, and internal equity.
• Benefits include, but are not limited to:
• $0 monthly premium and 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.

Equal Employment Opportunity

Legion Technologies is proud to be an equal-opportunity employer committed to maintaining a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

Disability Accommodation

For individuals with disabilities needing additional assistance during the application and interview process, please email recruiting@legion.co.

Legion is an equal opportunity employer. All applicants will be considered for employment without attention to race, religion, color, sex, sexual orientation, gender identity, age, national origin, veteran, disability status, or any other basis covered by applicable law.

How We Determine What We Pay

As a global employer, Legion determines pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate’s region/town/cost of living. For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position. An employee/candidate with a stronger skill set will receive higher pay.

Job Applicant Privacy Policy

This Job Applicant Privacy Policy (“Policy”) describes how Legion Technologies, Inc. (“Legion”, “we”, “us” and “our”) collects, uses, and discloses “personal information” as defined under California law from and about job applicants who are residents of California.

This Policy does not apply to our handling of data gathered about you in your role as a user of our consumer-facing services. When you interact with us in that role, the Legion Privacy Policy applies.

1. Types of Personal Information We Handle

We collect, store, and use various types of personal information through the application and recruitment process. We collect such information either directly from you or (where applicable) from another person or entity, such as an employment agency or consultancy, background check provider, or other referral sources. This information includes:

• Identification and contact information, and related identifiers such as full name, date and place of birth, citizenship and permanent residence, home and business addresses, telephone numbers, email addresses, and information about beneficiaries or emergency contacts.
• Professional or employment-related information, including:
• Recruitment, employment, or engagement information such as application forms and information included in a resume, cover letter, or otherwise provided through any application or engagement process; copies of identification documents, such as driver’s licenses, passports, and visas; and background screening results and references.
• Career information such as job titles; work history; work dates and work locations; information about skills, qualifications, experience, publications, speaking engagements, and preferences; and professional memberships.
• Education Information such as institutions attended, degrees, certifications, training courses, publications, and transcript information.
• Legally protected classification information such as race, sex/gender, religious/philosophical beliefs, gender identity/expression, sexual orientation, marital status, military service, nationality, ethnicity, request for family care leave, political opinions, and criminal history.
• Other information such as any information you voluntarily choose to provide in connection with your job application.

1. How We Use Personal Information

We collect, use, share, and store personal information from job applicants for our and our service providers’ business and operational purposes in the recruitment process such as: processing your application, tracking your application through the recruitment process, ...