Everbridge

Technical Support Engineer I

Job Description

As a Technical Support Engineer I, you will be providing support to customers using Everbridge products.  You will support core products by isolating, diagnosing, and reproducing technical issues in a timely manner.   You will recommend solutions and maintain a good record of all work and communications with the customer in a call tracking system, including documenting solutions for a public knowledge base. To be successful in this role, you must be a motivated self-starter and self-learner, possess good customer service and technical problem-solving skills; and be someone who embraces challenges. 

Note: Role requires working evening shifts aligned with U.S. Eastern Time


What you'll do:
  • Ask customers targeted questions to quickly understand 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 to customer issues 
  • Be available for incoming calls and pull work from an incoming queue 
  • Work occasional weekends and holidays taking incoming calls and pulling work from an incoming queue. 
  • May be called upon with short notice to assist the support team in the event of disasters/emergencies that are unexpected or unpredicted. 
  • Accurately document and update tickets in the tracking systems.  Able to maintain a personal queue of open requests. 
  • Maintain communication with the customers on the status of all open tickets.  All responses should be professional, complete, well formatted, and consistent with prior communications. 
  • Contribute to technical knowledge base 
  • Regular follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions. 
  • Properly escalate unresolved issues to the appropriate technology teams. 
  • Technical knowledge of: 
  • PC Operating system basics 
  • Be able to differentiate application issue vs. web issue 
  • Be familiar with different types of browsers and settings 
  • Understand difference between an Application in Saas environment vs. on-premises environment; what you can and cannot do in each 
  • Familiar with Sumologic and how to download/view logs for analysis. 
  • Understand basic network concepts and components to identify where traffic is coming from or being directed to. 
  • Understand API/SSO technology – understand technology and use cases 
  • Understand basics in different modalities.  Email, SMS, voice. 

    • What you'll bring:
  • Years of experience in a technical, customer-facing role: 0-2 years with BS/BA degree 
  • 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 
  • Technical knowledge in PC, networks, web browsers, application in Saas vs. on-premise required 
  • TCP/IP knowledge a plus 
  • API/SSO technology understanding with ability to demonstrate use 

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