Everbridge, a global leader in critical event management, is seeking a Junior Technical Support Engineer to help customers resolve technical issues with Everbridge products. In this role, you’ll investigate and troubleshoot support requests, communicate clearly with customers, and guide each issue through resolution or a well-documented escalation.
This is an early-career opportunity for someone who enjoys solving problems, helping customers, and learning new technologies. You’ll work with customers, teammates, and internal technical teams while building expertise in Everbridge products and the systems they rely on.
This is remote/home based position to be based anywhere in Canada.
What you'll do:
- 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 along the way.
- Ask focused questions and gather the details needed to understand the issue, assess its impact, and identify possible causes.
- Troubleshoot and reproduce issues using available tools, logs, documentation, and test environments.
- Investigate common application, configuration, browser, network, and environment-related issues.
- Explain troubleshooting steps, findings, recommendations, and resolutions in clear language for technical and non-technical audiences.
- Keep complete, accurate ticket records, including customer communications, investigation steps, findings, and resolution details.
- Monitor and prioritize multiple requests according to urgency, severity, and customer impact.
- Escalate issues that need additional expertise, with clear findings and supporting documentation.
- Collaborate with peers, mentors, Engineering, and other internal teams to investigate and resolve customer issues.
- Use internal documentation, knowledge base articles, community resources, and support tools to resolve requests efficiently.
- Contribute reusable solutions and troubleshooting guidance to the Support knowledge base.
- Participate in the incoming support queue and provide phone coverage as needed.
- Join the on-call rotation and provide occasional after-hours or weekend support for critical incidents, high-impact events, or increased customer demand.
What you'll bring:
- 0–2 years of experience in technical support, help desk, customer-facing technology, or a related role.
- A 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 setting.
- Experience with SaaS products, web applications, or enterprise software.
- Exposure to APIs, single sign-on (SSO), networking, application troubleshooting, or related technologies.
Desired skills
- Clear written and verbal communication skills, with the ability to work effectively with technical and non-technical audiences.
- A customer-focused approach, with an emphasis on responsiveness, professionalism, and a positive support experience.
- Methodical troubleshooting and analytical skills.
- The ability to prioritize competing requests and manage multiple tasks.
- Sound judgment when working independently, including knowing when to seek help or escalate.
- The ability to work collaboratively as part of a team.
- Foundational knowledge of PC operating systems and desktop troubleshooting.
- Familiarity with web applications and browser-based troubleshooting.
- Basic understanding of networking concepts, including TCP/IP and common network components.
- Awareness of SaaS, cloud-hosted, and on-premises application environments.
- Familiarity with application logs and their use in troubleshooting.
- Foundational understanding of APIs, integrations, authentication, and SSO.
- Curiosity and willingness to learn new products, technologies, support tools, and troubleshooting methods.
About Everbridge
Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover from critical events. In an unpredictable world, resilient organizations protect their people and operations, adapt under pressure, and return to productivity faster. Our Critical Event Management (CEM) technology combines intelligent automation with comprehensive risk intelligence to help organizations strengthen resilience, keep people safe, and maintain operations.
Learn more at everbridge.com, explore the Everbridge blog, and connect with us on social media.
Equal Employment Opportunity
Everbridge is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, creed, religion, national origin, ancestry, age, sex, pregnancy, sexual orientation, gender identity or expression, disability, protected veteran status, genetic information, marital status, or any other characteristic protected by applicable federal, state, or local law.
Employment Practices
Everbridge does not require or administer lie detector (polygraph) tests as a condition of employment or continued employment. In Massachusetts, it is unlawful to require or administer a lie detector test as a condition of employment or continued employment. Employers who violate this law may be subject to criminal penalties and civil liability.
Skills Required
- 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 equivalent education, technical training, and practical experience
- Professional experience providing customer service or technical assistance
- Experience with SaaS products, web applications, or enterprise software
- Exposure to APIs, single sign-on, networking, application troubleshooting, or related technologies
- Clear written and verbal communication skills
- Customer-focused approach and professional responsiveness
- Methodical troubleshooting and analytical skills
- Ability to prioritize competing requests and manage multiple tasks
- Ability to work independently and determine when to seek help or escalate
- Ability to collaborate effectively as part of a team
- Foundational knowledge of PC operating systems and desktop troubleshooting
- Familiarity with web applications and browser-based troubleshooting
- Basic understanding of networking concepts, including TCP/IP and common network components
- Awareness of SaaS, cloud-hosted, and on-premises application environments
- Familiarity with application logs and their use in troubleshooting
- Foundational understanding of APIs, integrations, authentication, and SSO
- Curiosity and willingness to learn new products, technologies, support tools, and troubleshooting methods
Everbridge Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Everbridge and has not been reviewed or approved by Everbridge.
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Healthcare Strength — Healthcare coverage appears broad, with medical, dental, vision, telehealth, disability, life/AD&D, and FSA/HSA options described. Wellness elements like an EAP and mental-health support are also included, which can add practical value beyond base pay.
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Retirement Support — Retirement offerings include a 401(k) plan with employer matching and an ESPP, indicating multiple ways to build longer-term financial value. Match details are sometimes specified externally, but the presence of a match and purchase program is consistently referenced.
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Leave & Time Off Breadth — Time-off benefits include flexible PTO plus paid volunteer time, providing both personal flexibility and community-focused leave. Paid holidays and new-hire PTO amounts are also described in some materials, suggesting a reasonably complete time-away menu.
Everbridge Insights
What We Do
Keeping People Safe and Businesses Running. Faster. Everbridge, Inc. (NASDAQ: EVBG) is a global software company that provides enterprise software applications that automate and accelerate organizations’ operational response to critical events in order to Keep People Safe and Businesses Running™. During public safety threats such as active shooter situations, terrorist attacks or severe weather conditions, as well as critical business events including IT outages, cyber-attacks or other incidents such as product recalls or supply-chain interruptions, over 5,300 global customers rely on the company’s Critical Event Management Platform to quickly and reliably aggregate and assess threat data, locate people at risk and responders able to assist, automate the execution of pre-defined communications processes through the secure delivery to over 100 different communication devices, and track progress on executing response plans.
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