LegionCustomer Support

Technical Support Engineer

Remote, United States$85,000–$87,300 + Bonus + Stock EquityPosted yesterday

A remote role for a Technical Support Engineer providing enterprise-grade assistance to Legion customers, diagnosing and troubleshooting software issues, and supporting customer success across multiple platforms.

Location: Remote, United States

Salary: $85,000–$87,300 + Bonus + Stock Equity

Responsibilities

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 to resolve critical issues
Troubleshoot and resolve integration issues between Legion and third-party systems
Be on an on-call rotation for after-hours support including evenings and weekends
Communicate with customers via Zendesk and Zoom to understand and resolve issues
Reproduce technical issues, document troubleshooting steps, and escalate with detailed information
Become an expert on Legion product configurations
Support technical issues across iOS, Android, and Windows systems
Identify documentation gaps and create knowledge base articles
Provide feedback and bug reports to engineering
Manage issues in Zendesk and Jira to final resolution within SLA
Work with customers at all organizational levels to ensure customer satisfaction

Requirements

Previous experience in a technical support role for Software/SaaS solutions
Experience documenting best practices and procedures in an IT knowledge base
Strong technical focus, analytical and problem-solving skills
Excellent English language communication skills
Excellent customer management skills in escalated situations
Experience writing customer-facing knowledge base articles
Passion for creating a delightful customer experience
Ability to analyze customer requirements and translate into software configuration