Provide technical support to customers using Everbridge products by diagnosing issues, documenting solutions, and maintaining communication for open tickets.
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.
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:
- Access to sensitive or confidential information, such as financial records, proprietary data, or client information.
- Management of cash, company funds, or other valuable assets.
- Work in environments requiring heightened security measures.
- 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, 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.
Top Skills
APIs
Pc Operating Systems
SaaS
Sso
Sumologic
Tcp/Ip
Similar Jobs
Artificial Intelligence • Machine Learning
As a Search Engineer in Technical Support, you'll resolve technical issues, assist customers with Lucidworks products, and document solutions while collaborating with internal teams.
Top Skills:
Apache LuceneAWSAzureGCPGrafanaJavaKafkaKubernetesLinuxPulsarPythonSalesforceSolrSparkUnixZendeskZookeeper
Cloud • Software
As a Technical Support Engineer at Redis, you will troubleshoot complex issues, provide root cause analysis, and collaborate with engineering to enhance customer support for Redis software, serving a global customer base.
Top Skills:
BashC#ElkGrafanaJavaJavaScriptLinuxPowershellPrometheusPythonSplunkTcp/IpUnix
Information Technology • Software
As a Technical Support Engineer, you will resolve complex technical issues, collaborate with customers and engineering, and analyze production systems.
Top Skills:
BashC#ElkGrafanaJavaJavaScriptLinuxPowershellPrometheusPythonSplunkTcp/IpUnix
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
