Technical Support Engineer
hace 2 meses
**Technical Support Engineer**:
**Remote, Buenos Aires, Argentina**:
**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
- 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 world-class 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 follow-up response
- Coach and mentor other Support Engineers on service-level 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 organization 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, hyper-focused 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 self-starter in a fluid work environment
- Are a career-driven individual looking to grow in a fast-paced 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 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 Demonstrated passion for creating a delightful customer experience for all users
- Ability to analyze a customer's requirement and translate that into an actionable configuration of software.
**PREFERRED QUALIFICATIONS AND ATTRIBUTES**
- Understanding of
-
Technical Support Engineer
hace 3 meses
Capital Federal, Buenos Aires, Argentina Wärtsilä A tiempo completo**Technical Support Engineer**: A safer, low-carbon shipping industry is underpinned by data sharing. We at Wärtsilä Voyage are creating the digital infrastructure needed to enable high-performing maritime logistics - for the safe movement of goods and people. Through our world-leading Smart Marine portfolio, we support our customers in their efforts to...
-
Technical Support Engineer
hace 1 semana
Buenos Aires, Argentina Zephyrus Engineering Limited A tiempo completoJob Description At Zephyrus Engineering, we specialize in providing innovative and sustainable engineering solutions across multiple sectors, including civil, environmental, structural, and geo technical engineering. Our mission is to create infrastructure and engineering solutions that meet today's challenges while promoting environmental stewardship. We...
-
Field Service Engineer
hace 1 mes
Buenos Aires, Argentina ITEX A tiempo completoAfimilk, a global leader in dairy farming technology, is looking for a Field Service Engineer to join their team. Afimilk provides cutting-edge solutions for dairy herd management, improving farm efficiency, animal welfare, and milk production quality.Summary:As a Field Service Engineer at Afimilk, you will be responsible for the installation, maintenance,...
-
Support Engineer
hace 6 meses
Buenos Aires, Argentina MicroStrategy Brasil A tiempo completoMicroStrategy is a pioneer in the BI + AI industry that transforms organizations into smarter businesses through its innovative data-driven solutions. Our success is built on the talent and energy of smart, engaged people. Join us as a **Support Engineer **in our Argentina Delivery Center and take your career to the next level! The Support Engineer...
-
Support Engineer
hace 6 meses
Buenos Aires, Argentina MicroStrategy Services Corp. A tiempo completo**Company Description** MicroStrategy is a pioneer in the BI + AI industry that transforms organizations into smarter businesses through its innovative data-driven solutions. Our success is built on the talent and energy of smart, engaged people. Join us as a Support Engineer in our Argentina Delivery Center and take your career to the next level! The...
-
Support Engineer
hace 6 meses
Buenos Aires, Argentina MicroStrategy Argentina A tiempo completo**Company Description** MicroStrategy is a pioneer in the BI + AI industry that transforms organizations into smarter businesses through its innovative data-driven solutions. Our success is built on the talent and energy of smart, engaged people. Join us as a **Support Engineer** in our Argentina Delivery Center and take your career to the next level! The...
-
Technical Support Engineer
hace 3 semanas
Buenos Aires, Argentina Hoxhunt A tiempo completoAbout UsHoxhunt is a rapidly growing company dedicated to providing top-notch cybersecurity solutions. Our support approach prioritizes quality over efficiency, ensuring that every customer receives unparalleled support and guidance. As a member of our support team, you'll play a crucial role in safeguarding our customers' digital assets and enhancing their...
-
Technical Support Engineer
hace 1 mes
Buenos Aires, Argentina Gravitee A tiempo completoJoin the API Revolution at Gravitee—Where Innovation Meets GrowthSince our beginnings in 2015, Gravitee has grown into a global force, recognized as a 2024 Gartner Magic Quadrant™ Leader for API Management. What started with four developers challenging the complexities of APIs has evolved into a revolutionary platform powering API and event stream...
-
Desktop Support Engineer
hace 2 meses
Buenos Aires, Argentina GSB Solutions A tiempo completoWe are looking for a skilled and professional Desktop Support Engineer to join our team. As a Desktop Support Engineer, you should provide support and technical assistance regarding any hardware, software, and network issues. Should also possess knowledge and experience to troubleshoot problems and errors. Should be quick to respond, fast learner, with a...
-
Technical Support Engineer, Argentina
hace 5 meses
Buenos Aires, Argentina Tools for Humanity A tiempo completo**About the Company**: **This opportunity would be with Tools for Humanity.**: **Location: Buenos Aires, Argentina**: **About the Team**: The Operations and Manufacturing team oversees the full lifecycle of Orbs and accessories, ensuring excellence from development to production. We enforce high standards in manufacturing and field operations, focusing on...
-
Technical Support Professional
hace 6 días
Buenos Aires, Buenos Aires C.F., Argentina SupportYourApp A tiempo completoUnlock Your Potential with SupportYourAppAs a Technical Support Professional, you will be part of our dynamic team at SupportYourApp, a leading provider of premium outsourced customer support and CX services for tech companies worldwide.We are seeking an experienced Technical Support Engineer to join our multicultural and multilingual environment. In this...
-
Technical Support Engineer
hace 6 meses
Buenos Aires, Argentina GSB A tiempo completoImportant company requests a Technical Support Engineer: Installation and Configuration of Microsoft SQL Server 2008/2012/2014 on Virtual Servers under Windows **Server 2008/2008R2/2012/2016 (Database, script execution, error logs).** - Monitoring of Servers in Test and Development Environments. - Installation and start-up of Applications in IIS in Testing...
-
Technical Support Expert
hace 2 días
Buenos Aires, Buenos Aires C.F., Argentina SupportYourApp A tiempo completoWe're seeking a highly skilled Technical Support Engineer to join our team at SupportYourApp. As a leading provider of Support-as-a-Service, we deliver premium outsourced customer support and CX services to tech companies worldwide.With over 30 countries and 60 languages represented, our inclusive international environment fosters growth and collaboration....
-
Level 2 Technical Support Specialist
hace 1 mes
Buenos Aires, Argentina TechBiz Global GmbH A tiempo completoTechnical Support Role at TechBiz Global GmbHWe are seeking a highly skilled Level 2 Support Engineer to join our Customer Success department at TechBiz Global GmbH.As a Level 2 Support Engineer, you will play a crucial role in providing technical assistance and support to our clients, ensuring their satisfaction and success with our products.Key...
-
Field Technical Support Engineer
hace 3 meses
Buenos Aires, Argentina GSB A tiempo completoImportant company requests a Technical Support Engineer: Installation and Configuration of Microsoft SQL Server 2008/2012/2014 on Virtual Servers under Windows **Server 2008/2008R2/2012/2016 (Database, script execution, error logs).** - Monitoring of Servers in Test and Development Environments. - Installation and start-up of Applications in IIS in Testing...
-
Technical Support
hace 5 meses
Buenos Aires, Argentina CHAINUP PTE. LTD. A tiempo completoChainUp is seeking technically-savvy Technical Support to join its dynamic specialist team that provides to prospective and existing customers (locally and globally). As a Technical Support, you will play a crucial role in providing technical expertise during both pre-sales and post-sales. Your responsibilities will encompass various aspects of the...
-
Technical Support Analyst
hace 6 meses
Buenos Aires, Argentina ESET, LLC A tiempo completoThe Technical Support Analyst provides Second-Level Technical Support to end users, Partners and/or Distributors, dealing with complex technical cases. The Technical Support Analyst is responsible for delivering the support services offered by ESET in the Region, and also acts as technical reference for the ESET products within ESET Latin America. Job...
-
Technical Support Specialist
hace 3 semanas
Buenos Aires, Buenos Aires C.F., Argentina ESET A tiempo completoJob Title: Technical Support Specialist - Regional LATAMJob Summary:To provide expert technical support to clients in the LATAM region, ensuring timely resolution of incidents and requests. This role involves investigating and diagnosing complex technical issues, collaborating with development teams, and creating knowledge articles to enhance the support...
-
Senior Technical Support Specialist
hace 1 mes
Buenos Aires, Argentina Techunting A tiempo completoAbout the RoleThe Techunting team is seeking a highly skilled Systems Engineer to join our team. As a Systems Engineer, you will be responsible for providing advanced technical support to end users of our technology stack.Key ResponsibilitiesProvide a high level of service in all customer interactions.Provide remote user support for Cloud/Citrix based...
-
LATAM Technical Support Engineer
hace 4 semanas
Buenos Aires, Argentina Pipe17 Inc A tiempo completoThis position Technical Support is involved in post-sales support work, taking ownership of the customer’s requirements and problems from start to finish to ensure that customers’ issues are handled in a timely and satisfactory manner. A successful candidate must be able to help customers and partners overcome technical challenges, and provide hands-on...
