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Manager, Tech Support

| Greater Boston Area

Description

 

As a Technical Support Manager you will be supporting and working with our Technical Support Team dedicated to our JARVISS product. This manager will not only work closely with a complex and demanding client, but will also develop strong relationships with our development management, product management, and operations functions to facilitate solutions to customer issues. It is imperative that this manager is comfortable working with cross functional teams to ensure the best possible customer experience is provided.

Job Duties:

  • Lead and train a small team dedicated to the support of JARVISS. Work directly with customer, and become their advocate here at Everbridge
  • Ensure that your team provides sterling service at all times, and receives ongoing, timely updates on new issues, technical training/mentoring on new product features, work around and processes as needed
  • Work collaboratively with other technical teams to resolve difficult production issues under tight time constraints
  • Provide ongoing, timely updates on product issues to management and stake holders, including, customer impact and messaging to customers
  • Facilitate customer resolutions for escalated issues and assist in the engagement of the necessary technical support of other groups, as well as the direct management of customer escalations

Required Qualifications:

  • 5+ years of work in a support leadership role. Must have demonstrated success in handling and supporting high value, high intensity clients
  • Strong troubleshooting skills and determination of appropriate prioritization based on customer and business impact
  • Ability to understand new technologies quickly and articulate technical concepts to customers and internal staff
  • Capacity to work in a fast-paced environment and deliver quality solutions to customers through strong analytical/problem solving skills
  • Ability to communicate effectively with the Support Management team as well as departments across the company (Sales, Marketing, Professional Services, Engineering, Product Management, Operations etc.)
  • Demonstrated strong leadership and the ability to foster an environment of teamwork
  • Consistent focus and passion to deliver the best possible experience for our customers
  • Demonstrated ability to prioritize, plan, and execute daily duties and responsibilities
  • Bachelor's degree or equivalent
  • Experience and understanding of the software development cycle
  • Working knowledge of CRM software such as Salesforce.com
  • Must be a U.S. Citizen
  • Significant travel to various sites needed

Preferred Qualifications:

  • Past Approval of Military clearance
  • US Military background, DoD or other government work experience highly desirable

 

About Us:

Our team makes a difference during the most difficult times and challenging situations.  Our people are dedicated to solving problems.  Our software was built to save lives. Our unifying mission is to keep people safe and businesses running

Headquartered in the great cities of Boston and Los Angeles, with operations all over the world, our team of 500+ dedicated employees support over 3,700 global customers every day in their most crucial moments. During public safety threats such as active shooter situations, terrorist attacks or severe weather conditions, as well as critical business events such as IT outages or cyber-attack incidents, customers rely on our SaaS-based 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, and track progress on executing response plans.

Our culture is all about “Making a Difference,” and we are proud to serve:

  • 9 of the 10 largest U.S. cities
  • 9 of the 10 largest U.S.-based investment banks
  • 25 of the 25 busiest North American airports
  • 6 of the 10 largest global automakers
  • Over 1,000 Hospitals

As we continue to grow and transform the field of critical event management, we need passionate, committed individuals to help us carry out our mission.  Click here to learn more about what we do.

Do you think you have what it takes to make a difference? Apply to be a part of our award-winning team today! 

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.

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Technology we use

  • Engineering
    • .NETLanguages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages

Location

Free parking, plenty of restaurants, shopping and outdoor spaces to enjoy!

What are Everbridge Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, Sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
We provide free breakfast on Monday. Employees get free lunch on Tuesday and thirsty Thursday events!
Game Room
Our game room includes Ping Pong, Foosball, Video Games, Darts.
Stocked Kitchen
Happy Hours
Parking
We offer employees Free on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Catered Lunch on Tuesdays & Craft Beer Deliveries on Thirsty Thursdays | Flexible Work Environment | Employee Referral Program with Networking Effect Leading to Cash Bonuses | Employee Stock Purchase Plan | Monthly Employee Engagement Activities (Chili Cook-off, Summer Outing, Holiday Party, Massage Day, Coffee Cart at Qtr. End) | Education and on-boarding sessions for the entire company through our "Bits & Bytes" program | Financial results are always shared and visible

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