Technical Support Engineer

Job description

**Everbridge**: a fast-growing global provider of SaaS-based critical communications and enterprise safety solutions are currently seeking a Norwegian speaking **Technical Support Engineer (TSE)**. This is a remote/home-based position to be based anywhere in Norway. **About Everbridge** Everbridge is the Global leader in Public Warning that automates and accelerates a government or agency’s operational response to critical events to keep people safe, assets protected and provide guidance for safety. Headquartered in the United States, with operations in Europe, India, APAC, Latin America, United Kingdom, our team of 2000+ dedicated employees support over 6000 global customers every day in their most crucial moments. During public safety threats such as Earthquakes, Tsunami’s, Floods, Fires as well as active assailant, terrorist attack or missing persons, Governments and agencies rely on our Public Warning platform to alert their citizens at risk quickly and reliably, automate the execution of pre-defined communications processes, and track progress on executing response plans. ### The objective of the job: - Work to keep the managed service running and fault free - Support Everbridge Solutions in their daily operations - Proactively take action to avoid platform issues - Provide training courses to customers where needed - Together with the Manager - Managed Services & Support responsible for all aspects of platform maintenance of the customers managed service - Support (primarily) Norwegian customers ### What you'll do: - Incident Management - Analyzing and solving problems concerning the Everbridge products as reported by the customer (according to the Service Levels) - Assist with the development of monitoring capabilities specific to our products but able to be used across several deployment patterns within the scope of managed services - Pro-actively monitor the outstanding incidents reported by the assigned customer - Providing feedback to the Everbridge Platform Engineering teams and product management teams on ways to improve the resilience of the platforms under management - Performing software upgrades and installation, configuration, and verification of (application) software packages in a Linux environment. (Good to have) - Troubleshooting and problem solving with respect to the key activities on implementations into the managed service - Reporting progress of escalated incidents/changes to customers and internal management (i.e., to the MS&S Manager in first instance) - Reporting with respect to the key activities to the Implementation Project Managers, and/or other colleagues ### What you'll bring: - Experience in Unix and Linux environment - Experience with IP configuration, VPN, databases (Oracle, PostgreSQL), routing, security - Fluency in Norwegian (both verbal and written) is a must have - Preferably experience on (mobile) Telecom networks (2G, 3G, 4G and 5G) - It is preferred that the engineer has knowledge of Cisco Routers and Switches, Cloud services like Amazon Web Services, basic scripting. - It is preferred to have Linux or Cisco certification - Great time-management and organizational skills. Ensure all issues are properly logged and tracked - Ability to work well under pressure, experienced in supporting business critical systems