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Mid LevelFull-timeGitAPI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Engineer to join our team at Everbridge. This role involves providing support to customers using Everbridge products by isolating, diagnosing, and reproducing technical issues in a timely manner.
Key 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 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
- →Accurately document and update tickets in the tracking systems
- →Maintain communication with the customers on the status of all open tickets
- →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
Requirements
- ✓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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