New

Technical Support Engineer

Everbridge
paid time off, 401(k)
United States, Massachusetts, Burlington
25 Corporate Drive (Show on map)
Sep 23, 2025
Must reside on the East Coast. 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: 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. The reasonably estimated salary for this role at Everbridge ranges from $49,000 - $67,000 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, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements. Fair Chance Statement US & Canada We are committed to providing equal employment opportunities in compliance with all applicable Federal, Provincial/State and Local laws, including the California Fair Chance Act and any local County Fair Chance Ordinance (or local equivalent). Pursuant to these and other relevant regulations, we consider qualified applicants with criminal histories in a manner consistent with the law. For roles subject to background checks, the following material job duties may be affected by an applicant's criminal history: - Access to sensitive or confidential information, such as financial records, proprietary data, or client information. - Management of cash, company funds, or other valuable assets. - Work in environments requiring heightened security measures. - Compliance with contractual or regulatory requirements specific to the position. We evaluate each applicant's criminal history individually, considering its nature, timing, and relevance to the specific job duties, while maintaining our commitment to fair hiring practices and promoting workplace equity. About Everbridge Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. In today's unpredictable world, resilient organizations minimize impact to people and operations, absorb stress, and return to productivity faster when deploying critical event management (CEM) technology. Everbridge digitizes organizational resilience by combining intelligent automation with the industry's most comprehensive risk data to Keep People Safe and Organizations Running. For more information, visit www.everbridge.com , read the company blog, and follow on Twitter. Everbridge... Empowering Resilience Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.