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, requires expertly supporting our product range, diagnosing and resolving technical issues for enterprise customers, and managing escalations. You will recommend solutions, maintain detailed records, contribute to our knowledge base and RCA documents, and provide coaching and mentoring to other engineers. The role involves working with queues, taking calls, and occasional weekend/holiday work. Everbridge offers a competitive salary and benefits package, including comprehensive healthcare, life and disability insurance, and a cafeteria plan.

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. 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

Benefits

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