Technical Support Engineer

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 About Everbridge Everbridge empowers enterprises and government organizations to anticipate mitigate respond to and recover stronger from critical events In today s unpredictable world resilient organizations minimize impact to people and operations absorb stress and return to productivity faster when deploying critical event management CEM technology Everbridge digitizes organizational resilience by combining intelligent automation with the industry s most comprehensive risk data to Keep People Safe and Organizations Running TM For more information visit read the company blog and follow on Twitter Everbridge Empowering Resilience 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 federal state or local law