Associate Technical Support Engineer

Summary

Join Everbridge, a global leader in critical communications and enterprise safety solutions, as an Associate Technical Support Engineer! This remote position, based anywhere in Hungary, offers the opportunity to expertly support our product range, diagnose and resolve technical issues for enterprise customers, and manage escalations. You will recommend solutions, maintain detailed records, contribute to our knowledge base, and provide coaching and mentoring. Everbridge values its team members and offers an attractive salary package with exceptional benefits, including comprehensive healthcare, life and disability insurance, and a cafeteria plan. We are dedicated to providing a supportive and rewarding work environment. Join us in our mission to ensure the safety and security of individuals and organizations worldwide.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 2-3 years experience in a technical, customer-facing role
• 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
• 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

Responsibilities

• Resolve any customer technical issues through diligent research, reproduction, and troubleshooting
• Assist in reducing support load by writing and reviewing on-line support materials (FAQ's, How-to’s, Whitepapers, and KB's), sharing best practices, and proactively identify improvements to drive adoption
• 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

Benefits

• Comprehensive healthcare coverage to ensure your well-being
• Life & Total Permanent Disability Insurance to protect you and your loved ones
• Cafeteria plan