Technical Support (Tier 2)

**Technical Support (Tier 2)**:**Remote, Mexico**:**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 & usersthrough 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 troubleshooti...