Technical Support Engineer

Technical Support Engineer Remote, United States 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 the most critical issues, work directly with the engineering team via Zoom call to drive 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 Become a subject matter expert on the Legion product for the support team Be able to 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 Creating knowledge base document...