Technical Support Engineer Job in Bengaluru at Everbridge

Everbridge is hiring for the role of Technical Support Engineer!

Responsibilities of the Candidate:

• Ask customers targeted questions to quickly understand root cause of their issue. 
• Effectively communicate with end-users of varying technical capability and role.  
• 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 and holidays taking incoming calls and pulling work from an incoming queue. 
• May be called upon with short notice to assist the support team in the event of disasters/emergencies that are unexpected or unpredicted. 
• 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 technical knowledge base 
• Regular follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions. 
• Properly escalate unresolved issues to the appropriate technology teams. 
• Technical knowledge of: 
• PC Operating system basics 
• Be able to differentiate application issue vs. web issue 
• Be familiar with different types of browsers and settings 
• Understand difference between an Application in Saas environment vs. on-premises environment; what you can and cannot do in each 
• Familiar with Sumologic and how to download/view logs for analysis. 
• Understand basic network concepts and components to identify where traffic is coming from or being directed to. 
• Understand API/SSO technology – understand technology and use cases 
• Understand basics in different modalities.  Email, SMS, voice. 

Requirements:

• Years of experience in a technical, customer-facing role: 0-2 years with BS/BA degree 
• Provides prompt and accurate feedback to customers acting with consistent urgency. 
• Able to work well in a team environment 
• Able to prioritize, organize, and manage multiple tasks, act independently and exercise good judgment 
• Good verbal and written communication skills  
• Good troubleshooting skills 
• Technical knowledge in PC, networks, web browsers, application in Saas vs. on-premise required 
• TCP/IP knowledge a plus 
• API/SSO technology understanding with ability to demonstrate use