Everbridge

Technical Support Engineer I

Everbridge

full-time

Posted on:

Location Type: Remote

Location: India

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Tech Stack

TCP/IP

About the role

  • 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.

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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
PC Operating system basicsnetwork conceptsweb browsersSaaS applicationson-premises applicationsAPI technologySSO technologytroubleshootingTCP/IPlog analysis
Soft Skills
communicationteamworkprioritizationorganizationindependencejudgmentcustomer serviceproblem-solvingfollow-updocumentation
Certifications
BS/BA degree