Senior Technical Support Engineer
Webbing
IoTTCP/IP
Job Level
JuniorMid-Level
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; 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.
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
- PC Operating system basics
- Differentiate application issue vs. web issue
- Familiar with different types of browsers and settings
- Understand difference between SaaS and on-premises environments
- Familiar with Sumologic and how to download/view logs for analysis
- Understand basic network concepts and components
- Understand basics in different modalities: Email, SMS, voice
