Technical Support Engineer
Skills
Postman APIPro IISecure File Transfer ProtocolSupport EngineersTechnical SupportTicketing SystemsWorkato
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 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
Nice to have
- 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
Day to day
- 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