Technical Support Engineer
Hybrid RoleBucharest Romania

JOB OVERVIEW

As a Technical Support Engineer you will provide enterprisegrade assistance to Legion customers. You will diagnose and troubleshoot software issues and assist customer administrators & users through endtoend resolution.

RESPONSIBILITIES AND DUTIES

Troubleshoot complex issues and determine if an escalation to engineering is needed

• Identify the 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 oncall rotation for afterhours 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 documentation to enable Support as well as customers to be able 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 worldclass customer satisfaction

Service Level Management

• Manage ticket severity and use personal organization for effective SLAs compliance Validate ticket requestor is authorized to contact support
• Refer customers (internally or within Legion) if they do not have access to make the change needed to solve their ticket
• Communicate clearly and provide details that Legion Engineering will need to further troubleshoot and/or resolve tickets beyond Support
• Accurately provide an estimate of when the customer will receive a followup response
• Coach and mentor other Support Engineers on servicelevel 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
• Need to know all available configuration options so that they can recommend a configuration Ability to read configuration and translate it to functionality the customer is seeing
• Stays up to date on the latest releases to be able to configure the latest functionality
• Shares 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 performing extensive trial and error methods to gain a deep understanding of the problem
• Become a trusted advisor to customers hyperfocused on quality and successful adoption Commit to the sustainability of the Support discipline at Legion
• Gain and continually grow knowledge of the Legion WFM solutions and best practices Accept personal responsibility for quality and timeliness of work
• Set personal objectives that meet organizational needs
• Are able to meet customer needs while also leading the functions of the PMO
• Build positive relationships with peers while working remotely on projects executed across geographies and cultures
• Listen continuously learning from others and leveraging input
• Possess unquestionable integrity credibility and character proactively demonstrating high moral and ethical behavior
• Work well as a selfstarter in a fluid work environment
• Are you a careerdriven individual looking to grow in a fastpaced 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 problemsolving skills
• Excellent English language communication skills
• Excellent customer management skills in highly escalated situations
• Experience writing customerfacing knowledge base articles to enable customer selfservice Demonstrated passion for creating a delightful customer experience for all users
• Ability to analyze a customers requirement and translate that into an actionable configuration of software.
• Bachelors degree or equivalent

PREFERRED QUALIFICATIONS AND ATTRIBUTES

• Understanding of API authentication (OAuth API keys tokens etc.
• Experience and demonstrated knowledge of SQL and writing simple to moderate queries
• 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 certified
• Experience with using Postman or similar tooling to make REST API calls. Experience using Linux/Unix environments.

ABOUT LEGION

Join Legions mission to turn hourly jobs into good jobs. Were a missiondriven team seeking exceptional talent to propel this vision. Embrace a culture thats collaborative fastpaced and entrepreneurial. With us youll grow your skills work closely with experienced executives and contribute significantly to our mission.

Our awardwinning AInative workforce management platform is intelligent automated and employeecentric and proven to deliver 13x ROI. We help laborintensive organizations maximize labor efficiency and employee engagement simultaneously.

Legion has earned recognition for its innovation including spots on the Inc. 5000 list Forbes Next Billion Dollar Startups and awards for our AI technology. Backed by leading investors such as Norwest Venture Partners Stripes First Round Capital XYZ Ventures Webb Investment Network Workday Ventures and NTT DOCOMO Ventures were making real change.

If youre 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

Legion WFM was built for the cloud with AI at the core and is designed to handle the complexity of modern businesses and meet the needs of todays hourly employees. Our team is composed of dedicated individuals from all backgrounds and experiences globally distributed across all time zones.

For more information visit https://legion

COMPENSATION & BENEFITS

At Legion we offer competitive compensation and benefits packages to all employees. As a hybrid employer in Bucharest Romania pay for positions is determined using local national and industryspecific survey data.

We strive to make competitive offers allowing employees room for future growth. Salaries will be based on the applicants 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.

Benefits include but are not limited to:

• Health Benefits
• Paid Time Off and Paid Holidays
• Equity
• Monthly Wellness Reimbursement
• Meal Vouchers

EQUAL EMPLOYMENT OPPORTUNITY

Legion Technologies is proud to be an equalopportunity employer and is 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 antidiscrimination laws.

DISABILITY ACCOMMODATION

For individuals with disabilities who need additional assistance at any point in the application and interview process please email

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 appropriate law.

How We Determine What We Pay

As a fully remote employer Legion determines pay for positions using local national and industryspecific 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 candidates 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 applicants 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 consumerfacing services. When you interact with us as in that role theLegion Privacy Policyapplies.

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 identifierssuch as full name date and place of birth citizenship and permanent residence home and business addresses telephone numbers email addresses and such information about your beneficiaries or emergency contacts.
   • Professional or employmentrelated informationincluding:
     • Recruitment employment or engagement informationsuch as application forms and information included in a resume cover letter or otherwise provided through any application or engagement process; and copies of identification documents such as drivers licenses passports and visas; and background screening results and references.
     • Career informationsuch as job titles; work history; work dates and work locations; information about skills qualifications experience publications speaking engagements and preferences; and professional memberships
   • Education Informationsuch as institutions attended degrees certifications training courses publications and transcript information.
   • Legally protected classification informationsuch 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 informationsuch as any information you voluntarily choose to provide in connection with your job application.

2. 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 contacting references with your authorization conducting background checks you authorize and making hiring decisions. We will also use job applicant information for internal analysis purposes to understand the applicants who apply and to improve our recruitment process. We may sometimes need to use applicant information for legal purposes such as in connection with any challenges made to our hiring decisions.

3. With Whom We Share Personal Information

   We will disclose job applicant personal information to the following types of entities or in the following circumstances (where applicable):

   • Internally: to other Legion personnel involved in the recruiting and hiring process.
   • Vendors: such as technology service providers travel management providers human resources suppliers background check companies and employment agencies or recruiters where applicable.
   • Legal Compliance: when required to do so by law regulation or court order or in response to a request for assistance by the police or other law enforcement agency.
   • Litigation Purposes: to seek legal advice from our external lawyers or in connection with litigation with a third party.
   • Business Transaction Purposes: in connection with the sale purchase or merger.
4. How to Contact Us About this Policy If you have any questions about this Policy please contact .