At Everbridge, we are looking for a Technical Support Engineer to provide technical support to customers using our products. You will support core products by isolating, diagnosing, and reproducing technical issues in a timely manner, recommend solutions, and maintain records of all work and communications.
What You'll Do
- Ask customers targeted questions to quickly understand the root cause of their issue.
- Effectively communicate with end-users of varying technical capability and role.
- Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions.
- Be available for incoming calls and pull work from an incoming queue, working occasional weekends and holidays.
- Respond with short notice to assist the support team in the event of unexpected disasters or emergencies.
- Accurately document and update tickets in tracking systems and maintain a personal queue of open requests.
- Maintain professional communication with customers on the status of all open tickets.
- Contribute to the technical knowledge base.
- Perform regular follow-ups with customers with recommendations, updates, and action plans.
- Properly escalate unresolved issues to appropriate technology teams.
What We're Looking For
- Experience in a technical, customer-facing role.
- Provides prompt and accurate feedback to customers acting with consistent urgency.
- Able to work well in a team environment.
- Able to prioritize, organize, and manage multiple tasks, act independently and exercise good judgment.
- Good verbal and written communication skills.
- Good troubleshooting skills.
- Ability to perform initial technical investigation by reviewing record configuration and automation logic to gather evidence, reproduce issues, and provide clear escalation notes.
- Technical knowledge in PC, networks, web browsers, and applications in SaaS vs. on-premise environments.
- API/SSO technology understanding with ability to demonstrate use.
Nice to Have
- Relational database and HTML knowledge.
Benefits & Compensation
- Compensation: $50,000 - $66,000 USD
- Healthcare, dental care, and mental health benefits.
- Disability income benefits and life/AD&D insurance.
- Retirement savings plan with employer match.
- Paid time off.
Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable law.
