Remote Junior Technical Support Engineer - Canada

Everbridge; Oregon; Hybride; USD 40 000 - 46 000; Plein temps

Avantages offerts par ce poste

Healthcare

Dental

Parental planning

Mental health benefits

Disability income benefits

Life and AD&D insurance

401(k) plan and match

Paid time off

Fitness reimbursements

Résumé du poste

Everbridge, a global leader in critical event management, seeks a Junior Technical Support Engineer to help customers resolve technical issues with Everbridge products. This early-career role involves investigating and troubleshooting support requests, communicating clearly with customers, and guiding issues to resolution or escalation.

You'll work with customers, teammates, and internal teams while building expertise in Everbridge products and the systems they rely on.

Qualifications

• 0-2 years of experience in technical support, help desk, customer-facing technology, or a related role.
• Bachelor's degree in a related field or equivalent experience.
• Experience providing customer service or technical assistance in a professional setting.
• Experience with SaaS products, web applications, or enterprise software.
• Exposure to APIs, single sign-on (SSO), networking, application troubleshooting, or related technologies.

Responsabilités

• Respond to customer requests through support tickets, phone calls, and other supported channels.
• Manage assigned tickets from initial investigation through resolution or escalation.
• Ask focused questions to understand issues and identify possible causes.
• Troubleshoot and reproduce issues using logs, docs, and test environments.
• Explain findings and resolutions in clear language for technical and non-technical audiences.
• Keep complete ticket records with communications and steps taken.
• Monitor and prioritize requests by urgency and impact.
• Escalate issues requiring additional expertise with clear documentation.
• Collaborate with Engineering and internal teams to resolve customer issues.
• Contribute to the knowledge base with reusable solutions.
• Join on-call rotation and provide occasional after-hours support.

Connaissances

Technical support

SaaS products

APIs

SSO

Networking basics

Formation

Bachelor's degree or equivalent

Description du poste

Everbridge, a global leader in critical event management, seeks a Junior Technical Support Engineer to help customers resolve technical issues with Everbridge products. This early-career role involves investigating and troubleshooting support requests, communicating clearly with customers, and guiding issues to resolution or escalation.

You'll work with customers, teammates, and internal teams while building expertise in Everbridge products and the systems they rely on.