Junior Technical Support Engineer

Everbridge

. Respond to customer requests through support tickets, phone calls, and other supported channels .

Posted 10/31/2026full-timeRemote • CanadaJunior💰 CA$56,000 - CA$65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities with a focus on troubleshooting, customer service, and effective communication. Proficient in managing support tickets, collaborating with teams, and utilizing knowledge bases to resolve issues efficiently.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsCustomer Service SkillsClear Communication SkillsSaaS Product Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportApplication TroubleshootingNetworking ConceptsPC Operating SystemsAPIsSingle Sign-On (SSO)Desktop TroubleshootingWeb ApplicationsAnalytical Skills

Soft Skills

Customer-Focused ApproachMethodical Problem SolvingCollaborationResponsivenessProfessionalism

Tools & Technologies

Support ToolsKnowledge BasesDocumentationCommunity ResourcesTest Environments

Industry Keywords

SaaSCloud-Hosted ApplicationsOn-Premises ApplicationsTechnical AssistanceHelp Desk

Tech Stack

Tools & technologies

CloudTCP/IP

About the role

Key responsibilities & impact

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
Ask focused questions and 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 and accurate ticket records
Monitor and prioritize requests based on urgency, severity, and customer impact
Escalate issues requiring additional expertise with clear findings and documentation
Collaborate with peers, mentors, Engineering, and internal teams
Use documentation, knowledge bases, community resources, and support tools to resolve requests
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 and high-impact events

Requirements

What you’ll need

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
Clear written and verbal communication skills for technical and non-technical audiences
Customer-focused approach with responsiveness and professionalism
Methodical troubleshooting and analytical skills
Ability to prioritize competing requests and manage multiple tasks
Sound judgment when working independently and knowing when to seek help or escalate
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

Benefits

Comp & perks

Healthcare benefits
Dental benefits
Parental planning benefits
Mental health benefits
Disability income benefits
Life and AD&D insurance
401(k) plan and match
Paid time off
Fitness reimbursements
Variable compensation may be included