Remote Technical Support Engineer Job in Palo Alto, CA Legion Technologies

Who you are

• 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 problem-solving skills
• Excellent English language communication skills
• Excellent customer management skills in highly escalated situations
• Experience writing customer-facing knowledge base articles to enable customer self-service
• Ability to analyze a customer's requirement and translate that into an actionable configuration of software

Desirables

• Understanding of API authentication
• Technical expertise in integration technologies and protocols
• Knowledge of SQL and writing queries
• Troubleshooting REST APIs
• Experience in workforce management and/or retail industry
• Experience with ticketing and knowledge management systems
• Workato and Automation Pro II certification
• Using Postman or similar tooling
• Experience using Linux/Unix environments

What the job involves

• Troubleshoot complex issues and determine if escalation to engineering is needed
• Identify and escalate severity/impact of reported issues
• Communicate directly with customers to resolve issues and document steps
• Become a subject matter expert on the Legion product and configurations
• Participate in on-call rotation for after-hours support including evenings and weekends
• Create and maintain knowledge base documentation for common issues and tasks