Technical Support Engineer

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Support, SoftwareIndustries

Requirements

Candidates should possess experience troubleshooting complex software issues, including integration problems with third-party systems. The role requires the ability to support technical issues across iOS, Android OS, and Windows systems via web browsers, mobile apps, and clocking devices. A strong understanding of product configurations and the ability to read and translate configurations into customer-facing functionality are essential. Experience with Zendesk and Jira is preferred, along with the ability to obtain and maintain a Workato Automation Pro II certification or above. Exceptional ownership, operational, and organizational excellence are also required.

Responsibilities

The Technical Support Engineer will provide enterprise-grade assistance to customers, diagnosing and troubleshooting software issues, and guiding administrators and users to resolution. Responsibilities include troubleshooting complex issues, determining the need for escalation to engineering, and collaborating with the engineering team on critical issues. The role involves communicating directly with customers via Zendesk and Zoom, reproducing technical issues, documenting troubleshooting steps, and becoming an expert on Legion product configurations and support. Additionally, the engineer will identify documentation gaps, create knowledge base articles, provide feedback to Engineering on support trends, manage issues within SLA in Zendesk and Jira, and coach other Support Engineers on service-level management. The position also requires gaining and maintaining core product expertise, staying updated on releases, and sharing product and industry knowledge.

Skills

Technical Support

Troubleshooting

Software Issues

Customer Assistance

Escalation

Integration Issues

Zendesk

Jira

iOS

Android OS

Windows

Web Browsers

Mobile Apps

Clocking Devices

Knowledge Base Documentation

Bug Reports

Enhancement Requests

Service Level Management

Legion

Intelligent automation for workforce management

About Legion

Legion.co offers an intelligent automation platform for workforce management, specifically targeting businesses that employ hourly workers. The platform predicts demand and automatically generates optimal schedules, enhancing labor efficiency and employee engagement. It features a self-learning forecasting engine that adapts to business needs and provides gig-like flexibility for employees. Legion.co operates on a subscription model, charging businesses for access to its tools that improve labor operations and the hourly employee experience.

Redwood City, CaliforniaHeadquarters

2016Year Founded

$180.4MTotal Funding

LATE_VCCompany Stage

Enterprise Software, AI & Machine LearningIndustries

201-500Employees