Junior Technical Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $56k - $70k / year

⏰ Full Time

🟢 Junior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Everbridge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

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.

📋 Description

• Respond to customer requests through support tickets, phone calls, and other supported channels • Manage assigned tickets from initial investigation through resolution or escalation, keeping customers informed • Ask focused questions and gather details to understand issues, assess impact, and identify possible causes • Troubleshoot and reproduce issues using tools, logs, documentation, and test environments • Investigate application, configuration, browser, network, and environment-related issues • Explain troubleshooting steps, findings, recommendations, and resolutions to technical and non-technical audiences • Maintain complete and accurate ticket records • Monitor and prioritize requests according to urgency, severity, and customer impact • Escalate issues requiring additional expertise with clear findings and documentation • Collaborate with peers, mentors, Engineering, and internal teams • Use documentation, knowledge base articles, community resources, and support tools to resolve requests efficiently • Contribute reusable solutions and troubleshooting guidance to the Support knowledge base • Participate in the incoming support queue and provide phone coverage as needed • Join the on-call rotation and provide occasional after-hours or weekend support for critical incidents, high-impact events, or increased customer demand • Deliver consulting services supporting deployment and adoption of xMatters software • Help customers identify needs, connect business goals to product capabilities, and realize value from xMatters solutions

🎯 Requirements

• 0–2 years of experience in technical support, help desk, customer-facing technology, or a related role • A bachelor’s degree in a related field, or an equivalent combination of education, technical training, and practical experience • Experience providing customer service or technical assistance in a professional setting • Experience with SaaS products, web applications, or enterprise software • Exposure to APIs, single sign-on (SSO), networking, application troubleshooting, or related technologies • Clear written and verbal communication skills for technical and non-technical audiences • Customer-focused approach with responsiveness and professionalism • Methodical troubleshooting and analytical skills • Ability to prioritize competing requests and manage multiple tasks • Sound judgment when working independently and knowing when to seek help or escalate • Ability to work collaboratively as part of a team • Foundational knowledge of PC operating systems and desktop troubleshooting • Familiarity with web applications and browser-based troubleshooting • Basic understanding of networking concepts, including TCP/IP and common network components • Awareness of SaaS, cloud-hosted, and on-premises application environments • Familiarity with application logs and their use in troubleshooting • Foundational understanding of APIs, integrations, authentication, and SSO • Curiosity and willingness to learn new products, technologies, support tools, and troubleshooting methods

🏖️ Benefits

• Healthcare benefits • Dental benefits • Parental planning benefits • Mental health benefits • Disability income benefits • Life and AD&D insurance • 401(k) plan and match • Paid time off • Fitness reimbursements • Variable compensation may be included