Technical Support Engineer

Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. The Technical Support Engineer will provide support to customers using Everbridge products by diagnosing technical issues and recommending solutions while maintaining good communication with customers.

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
• 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 appropriate technology teams

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
• 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
• HTML knowledge a plus
• Relational database knowledge a plus
• API/SSO technology understanding with ability to demonstrate use