Offer summary

Qualifications:

0-2 years of experience in a technical, customer-facing role with a BS/BA degree., Strong customer service and technical problem-solving skills., Good verbal and written communication skills, with the ability to prioritize and manage multiple tasks., Technical knowledge in PC operating systems, networks, web browsers, and SaaS vs. on-premise applications..

Key responsibilities:

Provide support to customers using Everbridge products by diagnosing and reproducing technical issues.

Document and update tickets in the tracking system, maintaining communication with customers on the status of open tickets.

Leverage internal resources to provide effective solutions and contribute to the technical knowledge base.

Assist the support team during emergencies and maintain a personal queue of open requests.

Job description

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 great customer service and technical problem-solving skills; and be someone who embraces challenges.

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

The reasonably estimated salary for this role at Everbridge ranges from $50,000 - $56,000 CAD and may also include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Everbridge offers a wide range of best-in-class, comprehensive and inclusive employee benefits for this role including healthcare, dental care, mental health benefits, disability income benefits, life and AD&D insurance, retirement savings plan with employer match, and paid time off.

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™. For more information, visit www.everbridge.com, 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.

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