Junior Technical Support Engineer

New

EverbridgeCritical event management

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

SalaryCAD $56,000 - $65,000 a year

Apply NowOpens the employer's application page

Job Details

Experience: 0–2 years of experience in technical support, help desk, customer-facing technology, or a related role.
Required Skills: RESTful APIsCustomer serviceSaaSNetworkingTechnical 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 professional experience providing customer service or technical assistance.
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.
Have methodical troubleshooting and analytical skills, and the ability to prioritize competing requests.
Have foundational knowledge of PC operating systems, desktop troubleshooting, web applications, and browser-based troubleshooting.
Understand networking concepts, including TCP/IP and common network components.
Be familiar with SaaS, cloud-hosted, and on-premises application environments and application logs.
Have a foundational understanding of APIs, integrations, authentication, and SSO.
Be able to work collaboratively and exercise judgment about when to seek help or escalate.

Respond to customer requests through support tickets, phone calls, and other supported channels.
Manage assigned tickets from initial 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 accurate ticket records of customer communications, investigation steps, findings, and resolutions.
Prioritize requests according to urgency, severity, and customer impact, and escalate issues with supporting documentation.
Collaborate with peers, mentors, Engineering, and other internal teams to resolve customer issues.
Contribute troubleshooting guidance to the Support knowledge base and participate in queue, phone, and on-call coverage.

View Full Description & ApplyYou'll be redirected to the employer's site