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22 Everbridge Jobs
Technical Support Engineer
Everbridge
posted 1d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Everbridge, a global leader in critical communications and enterprise safety solutions, is on the lookout for a Technical Support Engineer to be based in India . If youre ready to bring your expertise to the forefront, we have an opportunity that offers both professional growth and the flexibility of a hybrid work arrangement.
As a Technical Support Engineer, youll expertly support our range of products, diagnose and resolve technical issues for enterprise customers, and manage multiple escalations. Youll also recommend solutions, maintain detailed records in our call tracking system, and contribute to our knowledge base and Root Cause Analysis (RCA) documents.
Please note that the working hours for this position will align with US working hours, 9:30 PM IST - 6:30 AM IST .
What youll do:
- Resolve any customer technical issues through diligent research, reproduction, and troubleshooting
- Assist in reducing support load by writing and reviewing on-line support materials (FAQs, How-to s, Whitepapers, and KBs), sharing best practices, and proactively identify improvements to drive adoption. Will be identified as a key contributor to content.
- Accurately document and update tickets in the tracking systems.
- Maintain communication with the customers on the status of all open tickets
- Proactive follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions.
- Properly escalate unresolved issues to appropriate technology teams
- Provide coaching and mentoring to lower level Technical Support Engineers.
- Work the queues, take calls when the business dictates.
- Work occasional weekends and holidays taking incoming calls and pulling work from an incoming queue
What youll bring:
- Bachelors degree in Computer Science, Information Technology, or a related field.
- Experience in a technical, customer-facing role USA Clients
- Experience or familiarity with providing support for SaaS-based applications, involving Single Sign-On (SSO), Secure File Transfer Protocol (SFTP), and Public Rest APIs.
- Ability to read log files and JSON payloads
- An understanding of data connectors
- Excellent interpersonal communication and customer service skills
- Excellent time-management and organizational skills.
- Ability to manage multiple high visibility customer issues, some of which may be escalated with urgency.
- Ability to work well with escalation management and cross-functional teams on multiple escalated issues.
- Mobile device applications support
#LI-BK1
About Everbridge
Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. In today s unpredictable world, resilient organizations minimize impact to people and operations, absorb stress, and return to productivity faster when deploying critical event management (CEM) technology. Everbridge digitizes organizational resilience by combining intelligent automation with the industry s most comprehensive risk data to Keep People Safe and Organizations Running . For more information, visit www.everbridge.com , read the company blog, and follow on Twitter. Everbridge Empowering Resilience
Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Employment Type: Full Time, Permanent
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What people at Everbridge are saying
Rating based on 1 Technical Support Engineer
review
Anonymous · Other
in Bangalore / Bengaluru
Likes
Great place to work and a mission driven environment.
- Salary - Good
+6 more
Dislikes
I feel top management is not easy to reach and they always try to see bottom line employees from mid level managers eyes.
Technical Support Engineer salary at Everbridge
reported by
3
employees
with 1-4
years exp.
₹4.6
L/yr - ₹4.8
L/yr
At
par with the average Technical Support Engineer Salary in India
View more details
What Everbridge employees are saying about work life
based on 20 employees
Flexible timing
Monday to Friday
No travel
Everbridge Benefits
View more benefits
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