Technical Support Engineer

Everbridge

5d•$50,000 - $66,000

About The Position

As a Technical Support Engineer, 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.

Requirements

Experience in a technical, customer-facing role.
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.
Ability to perform initial technical investigation by reviewing record configuration and automation logic (e.g., triggers/workflow, templates) to gather evidence, reproduce issues, and provide clear escalation notes.
Technical knowledge in PC, networks, web browsers, application in Saas vs. on-premise required
API/SSO technology understanding with ability to demonstrate use

Nice To Haves

Relational database and HTML knowledge a plus

Responsibilities

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, working occasional weekends and holidays.
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 appropriate technology teams.