Senior Support Engineer supporting enterprise blockchain products at Validation Cloud. Troubleshooting infrastructure, monitoring systems, and improving customer support operations.
About the role
- Junior Technical Support Engineer troubleshooting Everbridge critical-event management software for customers. Investigating tickets, documenting resolutions, and escalating complex technical issues.
Responsibilities
- 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
- 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
- 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
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