Support Engineer

• 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; maintain a personal queue of open requests.
• Maintain communication with the customers on the status of all open tickets; ensure responses are professional, complete, well formatted, and consistent.
• 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 troubleshooting and analysis of core Everbridge products, including log review and issue reproduction.

Technical Support Engineer

Developer Support Engineer

Staff Technical Support Engineer

Counsel Support Analyst III

Technical Support Specialist – L2

Ops Support Analyst I, IRT