Junior Technical Support Engineer

Everbridge is hiring a Junior Technical Support Engineer to help customers resolve technical issues with its products. The role investigates and troubleshoots support requests, communicates with customers, and guides issues through resolution or documented escalation.

Responsibilities:

• Respond to customer requests through support tickets, phone calls, and other supported channels
• Manage assigned tickets from initial investigation through resolution or escalation, keeping customers informed along the way
• Ask focused questions and gather the details needed to understand the issue, assess its impact, and identify possible causes
• Troubleshoot and reproduce issues using available tools, logs, documentation, and test environments
• Investigate common application, configuration, browser, network, and environment-related issues
• Explain troubleshooting steps, findings, recommendations, and resolutions in clear language for technical and non-technical audiences
• Keep complete, accurate ticket records, including customer communications, investigation steps, findings, and resolution details
• Monitor and prioritize multiple requests according to urgency, severity, and customer impact
• Escalate issues that need additional expertise, with clear findings and supporting documentation
• Collaborate with peers, mentors, Engineering, and other internal teams to investigate and resolve customer issues
• Use internal documentation, knowledge base articles, community resources, and support tools to resolve requests efficiently
• Contribute reusable solutions and troubleshooting guidance to the Support knowledge base
• Participate in the incoming support queue and provide phone coverage as needed
• Join the on-call rotation and provide occasional after-hours or weekend support for critical incidents, high-impact events, or increased customer demand

Requirements:

• 0–2 years of experience in technical support, help desk, customer-facing technology, or a related role
• A bachelor's degree in a related field, or an equivalent combination of education, technical training, and practical experience
• Experience providing customer service or technical assistance in a professional setting
• Experience with SaaS products, web applications, or enterprise software
• Exposure to APIs, single sign-on (SSO), networking, application troubleshooting, or related technologies
• Clear written and verbal communication skills, with the ability to work effectively with technical and non-technical audiences
• A customer-focused approach, with an emphasis on responsiveness, professionalism, and a positive support experience
• Methodical troubleshooting and analytical skills
• The ability to prioritize competing requests and manage multiple tasks
• Sound judgment when working independently, including knowing when to seek help or escalate
• The ability to work collaboratively as part of a team
• Foundational knowledge of PC operating systems and desktop troubleshooting
• Familiarity with web applications and browser-based troubleshooting
• Basic understanding of networking concepts, including TCP/IP and common network components
• Awareness of SaaS, cloud-hosted, and on-premises application environments
• Familiarity with application logs and their use in troubleshooting
• Foundational understanding of APIs, integrations, authentication, and SSO
• Curiosity and willingness to learn new products, technologies, support tools, and troubleshooting methods