Associate Technical Support Engineer

What you'll do:

• Help Everbridge product users by identifying and fixing technical issues promptly.
• Communicate effectively with users via phone, email, or online meetings to understand and solve problems.
• Be available for calls and assigned tasks during weekends and holidays occasionally.
• Be prepared to assist during unexpected emergencies.
• Utilize internal resources to find solutions independently.
• Contribute to a knowledge base for future reference.
• Keep track of customer interactions and maintain professional communication.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Escalate complex issues to appropriate teams.
• Collaborate with colleagues to learn and improve product expertise.

What you'll bring:

• Minimum 2 years of experience in a technical, customer-facing role.
• Familiarity with email components, SFTP, API/SSO technologies.
• Understanding of OS fundamentals, databases, and SQL.
• Knowledge of network setups, including hardware and software components.
• Proficiency in TCP/IP architecture and internet/web technologies.
• Ability to troubleshoot common issues like cookies, Java, and HTML.
• Experience with log analysis tools like Sumologic.
• Exposure to areas like IIS, databases, Active Directory, and PowerShell is advantageous.
• Strong time-management and organizational skills.
• Team player with the ability to work independently.
• Fluency in English