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.
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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
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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.
Fair Chance Statement US & Canada
We are committed to providing equal employment opportunities in compliance with
all applicable Federal, Provincial/State and Local laws, including the
California Fair Chance Act and any local County Fair Chance Ordinance (or local
equivalent). Pursuant to these and other relevant regulations, we consider
qualified applicants with criminal histories in a manner consistent with the
law.
For roles subject to background checks, the following material job duties may be
affected by an applicant’s criminal history:
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Access to sensitive or confidential information, such as financial records,
proprietary data, or client information.
-
Management of cash, company funds, or other valuable assets.
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Work in environments requiring heightened security measures.
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Compliance with contractual or regulatory requirements specific to the
position.
We evaluate each applicant's criminal history individually, considering its
nature, timing, and relevance to the specific job duties, while maintaining our
commitment to fair hiring practices and promoting workplace equity.
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 [http://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.
