{"id":2655318,"url":"https://alion.io/job/everbridge-junior-technical-support-engineer","title":"Junior Technical Support Engineer","company":{"id":3261,"name":"Everbridge","domain":"everbridge.com","url":"https://alion.io/company/everbridge","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":56000,"max":70000,"currency":"CAD","period":"year","gross":null,"usd_annual":49327},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"TCP/IP","optional":true}],"status":"live","first_seen_at":"2026-10-15T21:05:47Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-16T06:06:10Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nThis 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.\nThis is remote/home based position to be based anywhere in Canada.\nWhat you'll do:\nRespond to customer requests through support tickets, phone calls, and other supported channels.\nManage assigned tickets from initial investigation through resolution or escalation, keeping customers informed along the way.\nAsk focused questions and gather the details needed to understand the issue, assess its impact, and identify possible causes.\nTroubleshoot and reproduce issues using available tools, logs, documentation, and test environments.\nInvestigate common application, configuration, browser, network, and environment-related issues.\nExplain troubleshooting steps, findings, recommendations, and resolutions in clear language for technical and non-technical audiences.\nKeep complete, accurate ticket records, including customer communications, investigation steps, findings, and resolution details.\nMonitor and prioritize multiple requests according to urgency, severity, and customer impact.\nEscalate issues that need additional expertise, with clear findings and supporting documentation.\nCollaborate with peers, mentors, Engineering, and other internal teams to investigate and resolve customer issues.\nUse internal documentation, knowledge base articles, community resources, and support tools to resolve requests efficiently.\nContribute reusable solutions and troubleshooting guidance to the Support knowledge base.\nParticipate in the incoming support queue and provide phone coverage as needed.\nJoin the on-call rotation and provide occasional after-hours or weekend support for critical incidents, high-impact events, or increased customer demand.\nWhat you'll bring:\n0-2 years of experience in technical support, help desk, customer-facing technology, or a related role.\nA bachelor’s degree in a related field, or an equivalent combination of education, technical training, and practical experience.\nExperience providing customer service or technical assistance in a professional setting.\nExperience with SaaS products, web applications, or enterprise software.\nExposure to APIs, single sign-on (SSO), networking, application troubleshooting, or related technologies.\nDesired skills\nClear written and verbal communication skills, with the ability to work effectively with technical and non-technical audiences.\nA customer-focused approach, with an emphasis on responsiveness, professionalism, and a positive support experience.\nMethodical troubleshooting and analytical skills.\nThe ability to prioritize competing requests and manage multiple tasks.\nSound judgment when working independently, including knowing when to seek help or escalate.\nThe ability to work collaboratively as part of a team.\nFoundational knowledge of PC operating systems and desktop troubleshooting.\nFamiliarity with web applications and browser-based troubleshooting.\nBasic understanding of networking concepts, including TCP/IP and common network components.\nAwareness of SaaS, cloud-hosted, and on-premises application environments.\nFamiliarity with application logs and their use in troubleshooting.\nFoundational understanding of APIs, integrations, authentication, and SSO.\nCuriosity and willingness to learn new products, technologies, support tools, and troubleshooting methods.","description_format":"text","description_chars":3886,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Incident Response","Security Operations","Civil 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