Technical Support Engineer

EVERBRIDGE COMPANY

Are you looking for a new challenge in 2019, working within a fast-growing, NASDAQ global technology company, where you will be highly rewarded and recognised for your achievements?

About Everbridge:

Everbridge are committed to keeping people safe and businesses running. Faster! Founded in 2002 in the aftermath of the tragic event of 9/11, Everbridge’s mission is keeping people safe amid critical situations. Our Critical Event Management solutions are used by over 4,000 organizations, protecting over 500 million people globally. Our team of 500+ dedicated employees make a difference during the most difficult times and challenging situations.

About the Company

Our people ,solve problems. Our product saves lives. Our purpose: to keep people safe and businesses running.

Headquartered in Boston with global offices in London, Munich, Paris, Oslo, Stockholm, Singapore and India, our dedicated team of 900+ employees supports over 3,800 global customers a day in their most crucial moments. During critical business events, public safety threats, and man-made or natural disasters, our software provides critical event management capabilities and communication applications to quickly and reliably deliver location aware, contextual notifications to millions of people. As a company with a culture that is committed to “Making a Difference,” we are proud to serve 8 of the 10 largest U.S. cities, 9 of the 10 largest U.S.-based investment banks, all 25 of the 25 busiest North American airports, and 6 of the 10 largest global automakers. Everbridge´s presence in India is substantial, following the acquisition of UMS earlier this year, further cementing the preceding 10- year UMS footprint in our India location.

About the Role:

As a Technical Support Engineer III, you will be providing support to customers using Everbridge products.  You will support all of Everbridge products, with an expert status on core products, by isolating, diagnosing, and reproducing technical issues in a timely manner for multiple enterprise customer issues. You will recommend solutions and maintain excellent records of all work and communications with the customer in a call tracking system, including documenting and reviewing solutions for a public knowledge base. To be successful in this role, you must possess excellent customer service and technical problem-solving skills.

Responsibilities:

• Excellent interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations using various communication options.


• Excellent interpersonal skills are needed in order to work in a close team environment ensuring collaboration and teamwork aid in helping resolve customer issues.


• Be available for incoming calls and pull work from an incoming queue.


• Work occasional weekends taking incoming calls and pulling work from an incoming queue.


• Must be viewed as a team player.


• Coach/mentor/help other TSE’s with issues that need assistance through personal assistance, or via group review sessions.


• Ability to manage multiple high visibility customer issues, some of which may be escalated with urgency.


• Ability to work well with escalation management on escalated issues.

• An ability to make decisions or solve problems using logic to identify key facts, explore alternatives and propose quality solutions


• Assist in reducing support load by writing on-line support materials (FAQ's and KB's), 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. Able to maintain a personal queue of open requests while maintaining quick closure rates with higher customer satisfaction scores.


• Maintain communication with the customers on the status of all open tickets. All responses will be professional, complete, well formatted, and consistent with prior communications.


• Regular follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions.


• Properly escalate unresolved issues to appropriate technology teams


• Technical expertise in troubleshooting the following:
  
  
  
  • OS fundamentals / server administration
  
  
  • SFTP
  
  
  • Good knowledge of IIS
  
  
  • Good working knowledge of Database/SQL (MSSQL a plus)
  
  
  • Be familiar with Active Directory
  
  
  • Be familiar with Powershell
  
  
  • Understand API usage
  
  
  • Email security/settings/protocols
  
  
  • Network connectivity issues
  
  
  • SSO setups
  
  
  • Certificates
  
  
  • TCP/IP
  
  
  • Diagnosing component failures that are coming from a Saas application relying on many 3^rd party vendors.
  
  
  • Be able to review log files to trace failures to a particular component in an application or system
  
  
  • Able to troubleshoot window applications with regard to browser use and environments. (Java/Flash/HTML)
  
  
  
  

Requirements:

• Years of experience in a technical, customer-facing role: 5+ years with BS/BA degree.


• Provides prompt and accurate feedback to customers, often exceeding their expectation, and acting with consistent urgency


• Excellent time-management and organizational skills. Ensure all issues are properly logged and tracked.


• Works well in a team environment.


• Able to prioritize, organize, and manage multiple tasks, act independently and exercise good judgment


• Excellent verbal and written communication skills


• Increasing ability to solve problems without assistance and deal with a variety of variables in situations where only limited information may initially exist.  


• Technical expertise in troubleshooting the following:
  
  
  
  • Strong fundamentals in server administration/maintenance
  
  
  • IIS
  
  
  • MS SQL querying and maintenance (or equal database experience)
  
  
  • Active Directory Administration concepts
  
  
  • Powershell
  
  
  • Be familiar with API’s
  
  
  • Email security/settings/protocols
  
  
  • Network connectivity issues
  
  
  • SSO setups (experience with an IDP a plus)
  
  
  • Certificates
  
  
  • TCP/IP
  
  
  • Diagnosing component failures that are coming from a Saas application relying on many 3^rd party vendors.
  
  
  • Be able to review log files to trace failures to a particular component in an application or system
  
  
  • Able to troubleshoot window applications with regard to browser use and environments. (Java/Flash/HTML)