Technical Support Engineer

About Everbridge

At Everbridge, our mission is to keep people safe and organizations running. As a Technical Support Engineer, you will be on the front lines supporting customers who rely on Everbridge’s life-saving technology every day. You will help troubleshoot complex technical issues, provide timely solutions, and ensure every interaction delivers the highest level of customer satisfaction.

This role is ideal for someone who is naturally curious, detail-oriented, and passionate about solving problems while working in a fast-paced, mission-driven environment.

What You'll Do as a Technical Support Engineer:

• Serve as the first point of contact for customers using Everbridge products, responding via phone, email, and remote sessions
• Ask targeted questions and analyze data to quickly identify the root cause of technical issues
• Document cases thoroughly in our tracking system, ensuring accurate records and consistent communication with customers
• Troubleshoot and resolve issues across a broad range of technologies, escalating when appropriate
• Contribute to the internal and external knowledge base by documenting solutions and sharing best practices
• Collaborate with peers, mentors, and engineering teams to resolve issues and continuously build expertise in our platform
• Be available for incoming support cases during scheduled shifts, including occasional weekends and holidays
• Support Everbridge’s mission during unexpected emergencies by providing rapid technical response when called upon

What You'll Bring:

• 2+ years of experience in a technical, customer-facing role
• BS/BA degree
• Strong troubleshooting skills across: Email systems (Exchange, protocols, security, certificates), Networking fundamentals (proxies, routers, gateways, TCP/IP, name resolution), Operating systems and administration basics, Database concepts and SQL, API/SSO technologies
• Familiarity with troubleshooting web technologies (cookies, Java, HTML, Flash) and cloud environments (Internet/Intranet/Extranet)
• Experience with tools such as Sumologic, IIS, Active Directory, or PowerShell is a plus
• Excellent time management and organizational skills; able to manage multiple priorities with urgency
• Strong verbal and written communication skills with the ability to engage customers of varying technical levels
• A self-starter mindset with the ability to work independently and as part of a collaborative support team

Compensation and Benefits:

The reasonably estimated salary for this role at Everbridge ranges from $50,000 - $70,000 USD and may also include variable compensation. Actual compensation is based on factors such as the candidate’s skills, qualifications, and experience. In addition, Everbridge offers a wide range of best-in-class, comprehensive and inclusive employee benefits for this role including healthcare, dental care, mental health benefits, disability income benefits, life and AD&D insurance, retirement savings plan with employer match, and paid time off.

Key skills/competency:

• Technical Support
• Troubleshooting
• Customer Service
• Networking Fundamentals
• Email Systems
• Operating Systems
• Database Concepts
• API/SSO
• Web Technologies
• Cloud Environments