Everbridge, a global leader in critical communications and enterprise safety solutions, is on the lookout for a Technical Support Engineer to be based in India . If you're ready to bring your expertise to the forefront, we have an opportunity that offers both professional growth and the flexibility of a hybrid work arrangement. As a Technical Support Engineer, you'll expertly support our range of products, diagnose and resolve technical issues for enterprise customers, and manage multiple escalations. You'll also recommend solutions, maintain detailed records in our call tracking system, and contribute to our knowledge base and Root Cause Analysis (RCA) documents. Please note that the working hours for this position will align with US working hours, 9:30 PM IST - 6:30 AM IST .
What you'll do:
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
What you'll bring:
Bachelor's degree in Computer Science, Information Technology, or a related field.
Experience in a technical, customer-facing role USA Clients
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
Excellent time-management and organizational 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.
