Junior Technical Support Engineer

New

EverbridgeSaaS support

This is remote/home based position to be based anywhere in Canada.Full-TimeJunior

Salary56,000 - 65,000 CAD per year

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Job Details

Experience: 0–2 years of experience in technical support, help desk, customer-facing technology, or a related role.
Required Skills: RESTful APIsCustomer serviceSaaSNetworkingTroubleshootingTechnical support

Have 0–2 years of experience in technical support, help desk, customer-facing technology, or a related role.
Hold a bachelor’s degree in a related field, or have an equivalent combination of education, technical training, and practical experience.
Have experience providing customer service or technical assistance in a professional setting.
Have experience with SaaS products, web applications, or enterprise software.
Have exposure to APIs, single sign-on (SSO), networking, application troubleshooting, or related technologies.
Bring clear written and verbal communication skills for technical and non-technical audiences.
Use methodical troubleshooting and analytical skills to investigate issues.
Be able to prioritize competing requests and manage multiple tasks.
Have foundational knowledge of PC operating systems and desktop troubleshooting.
Be familiar with web applications, browser-based troubleshooting, application logs, and networking concepts including TCP/IP.
Have foundational understanding of APIs, integrations, authentication, and SSO.

Respond to customer requests through support tickets, phone calls, and other supported channels.
Manage assigned tickets from investigation through resolution or escalation, keeping customers informed.
Gather details to understand issues, assess impact, and identify possible causes.
Troubleshoot and reproduce issues using tools, logs, documentation, and test environments.
Investigate application, configuration, browser, network, and environment-related issues.
Explain troubleshooting steps, findings, recommendations, and resolutions to technical and non-technical audiences.
Maintain complete ticket records and prioritize requests by urgency, severity, and customer impact.
Escalate issues with clear findings and supporting documentation, collaborating with internal teams to resolve them.
Contribute reusable solutions and troubleshooting guidance to the Support knowledge base.
Participate in the incoming support queue, provide phone coverage, and join the on-call rotation.

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