Everbridge Looking for Technical Support Engineer I at Bengaluru, Karnataka Full Time

Everbridge: a fast-growing global provider of SaaS-based critical communications and enterprise safety solutions currently have a fantastic opportunity for a Technical Support Engineer to be based in our Bangalore office.

In this role, as a Technical Support Engineer I, you will be providing support to customers using Everbridge products. You will support core products by isolating, diagnosing, and reproducing technical issues in a timely manner. You will recommend solutions and maintain a good record of all work and communications with the customer in a call tracking system, including documenting solutions for a public knowledge base.

To be successful in this role, you must be a motivated self-starter and keen to learn, possess good customer service and technical problem-solving skills; and be someone who embraces challenges.

What you’ll do:
Respond to customer queries in a timely and accurate way, via phone, email or chat

Identify customer needs and help customers use specific features

Ask customers targeted questions to quickly understand the root cause of their issue.

Effectively communicate with end-users of varying technical capability and roles.

Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to 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.

Accurately document and update tickets in the tracking systems. Able to maintain a personal queue of open requests.

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

Contribute to the technical knowledge base

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

Properly escalate unresolved issues to appropriate technology teams.

What you’ll bring:
Degree in computer science or information technology.

Excellent verbal and written communication skills is a MUST. Fluency in English (a must-have)

Some experience in a technical, customer-facing role is required

Technical knowledge in PC, networks, web browsers, application in Saas vs. on-premise required

Able to work well in a team environment

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

Good troubleshooting skills and attention to detail.

Ability to learn and adapt quickly.

Bonus

Strong fundamentals in server administration/maintenance.

Windows/Linux or any OS as such.

MS SQL querying and maintenance (or equal database experience)

Active Directory Administration concepts and/or IIS

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 3rd 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 regards to browser use and environments. (Java/Flash/HTML)

Telecom Background – Good to have.

#LI-AA1

Bridger Culture:
At Everbridge, we have a mission that matters – to keep people safe and businesses running during critical events. Our “Bridgers” join Everbridge to make a positive impact on the world through their work. The core of our company culture is built around making a difference. Our people are dedicated to solving problems during difficult times and challenging situations as our software was built to save lives.

We are a rapidly growing organization transforming the field of critical event management and need passionate, committed and determined individuals to help us carry out our mission. Our environment is dynamic, and our culture is constantly evolving and expanding in order to provide the best employee experience.

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.