Everbridge: Technical Support Engineer
25 Corporate Dr., 4th Fl
Burlington, MA 01803

Employee Testimonials

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Description

We are looking for an experienced Senior Technical Support Engineer to join our Customer Support department. This position will work with our customers to provide technical product support for enterprise products in a SaaS environment. The ideal candidate is self-motivated, friendly, out-going, and has a passion for technology and going above and beyond to make our customers successful.  This candidate must be able to work independently and as a team player.
 
About the Team:

  • You will join a team of bright, fast-paced professionals, supporting enterprise level products in a cutting-edge cloud environment. 
  • We are smart, innovative, ambitious, and will break-the-doors-down to make our customers happy. 
  • Learn more about Everbridge and see photos of our office here.
  • Meet the Everbridge team 

 
Job Duties:

  • Respond and work as a trusted adviser to incoming customer issues with urgency.  
  • Research and identify root cause of customer issues and provide solutions.  Where appropriate, escalate issues to other internal teams (i.e. Engineering, Operations), while maintaining ownership of the issue and keeping the customer up to date on next steps to resolution.
  • Be the customer’s champion and single point of contact until issue is resolved and customer is satisfied with the resolution
  • Write and/or update knowledgebase articles to help customers resolve issues on their own.
  • Will occasionally be called upon to work shift or odd hours if the situation demands

 
Required Qualifications:

  • 6+ years of experience in a technical, customer-facing role, supporting SaaS based enterprise applications
  • Ambitious and self-motivated to leverage to use time between issues to enhance knowledge or skills with an eye towards growing career at Everbridge.
  • Experience with troubleshooting core networking/internet technology (TCP/IP, SMTP, DNS), confederated authentication technology (SSO, IDM), and have a good understanding of how enterprise applications are built and function
  • Working knowledge of, and experience troubleshooting, ITSM/ITOM/DevOps/Security Ops products such as Service Now, Remedy, NetCool, New Relic, Puppet, etc.
  • Experience troubleshooting mobile applications and REST API driven integrations.

 

Full-time

Employee Testimonials

Shane Garoutte
GM + VP, Tech Ops at Everbridge

"Tech companies that save lives are rare. A couple weeks ago, we learned that messages sent through Everbridge helped save a child. On the intrinsic value scale, that’s hard to top. That’s what I was looking for, and what many people who come to Everbridge are looking for. I wanted to be able to tell my kids I’m doing something that makes a difference." Read more.

Shaili Kapoor
Software Engineer

"If someone is looking to join Everbridge, I think the most important thing to know is that you need to be a team player and to take initiative. If you want to work somewhere that’s really collaborative, without any office politics, then I think this is the perfect place. People are really approachable. There are no egos getting in the way." Read more.

Ben Potter
Implementation Specialist

"The military is an organization of comradery and brotherhood, and that comes with a lot of accountability. Similarly, at work it’s important to understand your role in the bigger picture and how your success is measured — then you have to hold yourself accountable to that." Read more.

Kerry McDonough
Implementation Specialist

"There’s this positive energy, this excitement, in every room I walk into. Everyone is enthusiastic and generous, not only with each other, but with customers. I’ve worked places where, when people talk with a customer, their main goal is to finish the call. Here, people want to talk with customers. I think it goes along with our work culture. Everyone’s excited to be at a young, rapidly growing company, so everyone really goes above and beyond. People truly care about what they’re doing." Read more.