Junior Technical Support Engineer

Everbridge

1d•$56,000 - $70,000•Remote

About The Position

Everbridge is seeking a Junior Technical Support Engineer to help customers resolve technical issues with Everbridge products. This early-career, remote/home-based position may be based anywhere in the United States. The role investigates and troubleshoots support requests, communicates with customers, and guides issues through resolution or a well-documented escalation. The engineer works with customers, teammates, and internal technical teams while developing expertise in Everbridge products and related systems. The role handles customer requests through tickets, phone calls, and other supported channels; investigates, reproduces, prioritizes, resolves, and escalates issues; and maintains clear customer communications and complete ticket records. Troubleshooting may involve applications, configurations, browsers, networks, and customer environments, using tools, logs, documentation, and test environments. The engineer also contributes guidance to the Support knowledge base, participates in the incoming support queue and phone coverage, and joins an on-call rotation that may include occasional after-hours or weekend support for critical incidents, high-impact events, or increased customer demand.

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.

Nice To Haves

Clear written and verbal communication skills and ability to work effectively with technical and non-technical audiences.
Customer-focused approach emphasizing responsiveness, professionalism, and a positive support experience.
Methodical troubleshooting and analytical skills.
Ability to prioritize competing requests and manage multiple tasks.
Sound independent judgment, including 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.

Responsibilities

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 information to understand issues, assess impact, and identify possible causes.
Troubleshoot and reproduce issues using available tools, logs, documentation, and test environments.
Investigate application, configuration, browser, network, and environment-related issues.
Explain troubleshooting steps, findings, recommendations, and resolutions clearly to technical and non-technical audiences.
Maintain complete and accurate ticket records, including communications, investigation steps, findings, and resolution details.
Monitor and prioritize multiple requests based on urgency, severity, and customer impact.
Escalate issues requiring additional expertise, documenting findings and supporting information.
Collaborate with peers, mentors, Engineering, and other internal teams to investigate and resolve customer issues.
Use internal 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.