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Junior Technical Support Engineer

8 hours, 2 minutes ago
Canada
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
TCP/IP
Apply Now
Everbridge

Everbridge

Everbridge provides a comprehensive software platform that automates and enhances organizations' responses to critical events, ensuring the safety of individuals and the continuity of business operations during emergencies such as natural disasters, cy...

Internet Software & Services
1001-5000
Founded 2002
View All Jobs 6

Description

  • Respond to customer support requests through tickets, phone calls, and other supported channels.
  • Own assigned tickets from initial investigation through resolution or documented escalation, keeping customers informed.
  • Gather issue details, assess customer impact, and identify potential causes.
  • Troubleshoot and reproduce application, configuration, browser, network, and environment-related issues using tools, logs, documentation, and test environments.
  • Explain findings, troubleshooting steps, recommendations, and resolutions to technical and non-technical audiences.
  • Maintain accurate ticket records, including communications, investigation steps, findings, and resolution details.
  • Prioritize multiple support requests based on urgency, severity, and customer impact.
  • Escalate complex issues with clear findings and supporting documentation.
  • Collaborate with Support peers, Engineering, and other internal teams to resolve customer issues.
  • Contribute reusable solutions to the Support knowledge base and participate in queue, phone, and on-call coverage.

Requirements

  • 0–2 years of experience in technical support, help desk, customer-facing technology, or a related role.
  • Bachelor’s degree in a related field, or an equivalent combination of education, technical training, and practical experience.
  • Experience providing customer service or technical assistance in a professional environment.
  • Experience with SaaS products, web applications, or enterprise software.
  • Exposure to APIs, single sign-on (SSO), networking, and application troubleshooting.
  • Clear written and verbal communication skills for technical and non-technical audiences.
  • Methodical troubleshooting, analytical, prioritization, and multitasking skills.
  • Foundational knowledge of PC operating systems, desktop troubleshooting, web applications, and browser-based troubleshooting.
  • Basic understanding of TCP/IP, common network components, application logs, APIs, integrations, authentication, and SSO.
  • Ability to work independently and collaboratively, exercise sound escalation judgment, and learn new technologies and support tools.

Interested in this position?

Apply directly on the company website

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