Technical Support Engineer

About this role

Remote technical support role providing enterprise-level assistance to Legion workforce management customers. You'll diagnose and resolve complex software issues, escalate to engineering when needed, and help customers achieve successful adoption of the platform.

What you'll do

• Troubleshoot complex technical issues and determine escalation needs to engineering team
• Diagnose and resolve integration issues between Legion and third-party systems
• Communicate with customers via Zendesk and Zoom to understand issues and drive resolution
• Reproduce issues, document troubleshooting steps, and create knowledge base articles
• Support multiple platforms including iOS, Android, Windows, web browsers, and mobile/clocking devices
• Participate in on-call rotation for after-hours support including evenings and weekends

What they're looking for

• Technical troubleshooting and problem-solving
• SaaS/Software support experience
• Knowledge base documentation and writing
• Multi-platform support (iOS, Android, Windows, web)
• Issue tracking systems (Zendesk, Jira)
• Customer communication and relationship management
• Workato Automation certification
• Workforce management domain knowledge