Homeoffice Technical Support Engineer en Everbridge

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.Note: Role requires working evening shifts aligned with U.S. Eastern Time

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 

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