Technical Support Engineer

September 23

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Everbridge

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Security • Telecommunications • Enterprise

Everbridge is a company specializing in critical event management solutions designed to enable organizations to plan, anticipate, mitigate, respond to, and recover from unexpected events. With a broad suite of products including risk intelligence, mass notification, crisis management, and public warning systems, Everbridge is committed to maximizing organizational resilience through their integrated Everbridge 360™ platform. Serving industries such as financial services, healthcare, technology, telecommunications, energy, and government sectors, Everbridge helps over 6,500 global customers manage critical events more effectively. Their solutions ensure workforce safety, protect assets, and maintain business continuity during disruptions, ensuring swift communication and effective management of crises.

1001 - 5000 employees

Founded 2002

🔐 Security

📡 Telecommunications

🏢 Enterprise

📋 Description

• 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 tasks: PC Operating system basics; differentiate application issue vs. web issue; be familiar with different types of browsers and settings; understand SaaS vs. on-premises environment; familiar with Sumologic and logs; understand basic network concepts and components; understand API/SSO technology and use cases; understand basics in different modalities: Email, SMS, voice.

🎯 Requirements

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