EverbridgeRemote
Technical Support Engineer
United States
Full-time
1 week ago
$50,000 - $70,000 USD
H1B Sponsor Likely
Key skills
Troubleshooting skillsNetworking fundamentalsDatabase conceptsAPI/SSO technologiesEmail systemsWeb technologiesTime managementCommunication skillsSelf-starter mindsetJavaSQLPowerShellActive DirectorySSOCommunicationTime Management
About this role
Everbridge is dedicated to keeping people safe and organizations running through critical event management technology. As a Technical Support Engineer, you will support customers by troubleshooting complex technical issues and ensuring high levels of customer satisfaction.
Responsibilities:
- Serve as the first point of contact for customers using Everbridge products, responding via phone, email, and remote sessions
- Ask targeted questions and analyze data to quickly identify the root cause of technical issues
- Document cases thoroughly in our tracking system, ensuring accurate records and consistent communication with customers
- Troubleshoot and resolve issues across a broad range of technologies, escalating when appropriate
- Contribute to the internal and external knowledge base by documenting solutions and sharing best practices
- Collaborate with peers, mentors, and engineering teams to resolve issues and continuously build expertise in our platform
- Be available for incoming support cases during scheduled shifts, including occasional weekends and holidays
- Support Everbridge’s mission during unexpected emergencies by providing rapid technical response when called upon
Requirements:
- 2+ years of experience in a technical, customer-facing role
- BS/BA degree
- Strong troubleshooting skills across: Email systems (Exchange, protocols, security, certificates)
- Networking fundamentals (proxies, routers, gateways, TCP/IP, name resolution)
- Operating systems and administration basics
- Database concepts and SQL
- API/SSO technologies
- Familiarity with troubleshooting web technologies (cookies, Java, HTML, Flash) and cloud environments (Internet/Intranet/Extranet)
- Excellent time management and organizational skills; able to manage multiple priorities with urgency
- Strong verbal and written communication skills with the ability to engage customers of varying technical levels
- A self-starter mindset with the ability to work independently and as part of a collaborative support team
- Experience with tools such as Sumologic, IIS, Active Directory, or PowerShell is a plus