• As a Technical Support Engineer, you will be providing support to customers using Everbridge products. • You will support core products by isolating, diagnosing, and reproducing technical issues in a timely manner. • You will recommend solutions and maintain a good record of all work and communications with the customer in a call tracking system, including documenting solutions for a public knowledge base.

• Install, configure, and support foundry Process Design Kits (PDKs). • Support and maintain CAD tools for IC design, including Virtuoso, physical verification tools, extraction tools, and SPICE simulators. • Collaborate with CAD tool vendors to resolve bugs, enhance tool usability, and evaluate new tools and features. • Administer Linux systems and manage Keysight (Cliosoft) SOS Design Data Management. • Develop, deploy, and maintain scripts using Perl and Cadence SKILL.

Job DetailsRole Overview CoverageX is a growing leader in the Vehicle Service Contract industry. We help drivers protect themselves from unexpected repair costs by offering reliable coverage and putting customer satisfaction first. We are expanding our team and looking for a motivated After-Hours Roadside Professional who will deliver top-tier 24/7 support to our existing customers. Available Shifts (EST) Candidates must be available for the following shifts. Weekend availability is critical.Key Responsibilities Weekdays: 6pm - 2am & 2am - 10am EST Weekends: 6:00am - 2:00pm, 2:00pm - 10:00pm & 10:00pm - 6:00am EST ● Inbound Support: Answer inbound calls from CoverageX policyholders requiring roadside assistance. ● Coverage Verification: Verify customer coverage details accurately in the CRM system. ● Dispatching: Dispatch local service providers for towing, lockouts, jump starts, flat tires, and fuel delivery. ● Documentation: Document all call activity accurately and efficiently. ● Customer Care: Maintain professionalism and empathy while assisting customers in stressful situations. ● Coordination: Communicate effectively with service providers to ensure timely assistance. ● Escalation: Escalate complex or urgent issues to the on-duty supervisor as needed. QualificationsQualifications & Profile ● Experience: Prior call center or roadside assistance experience preferred, but not required. ● Skills: Strong verbal communication and active listening skills. Ability to multitask across multiple systems. ● Traits: Calm, patient, and professional under pressure. Dependable and punctual with a strong sense of accountability. ● Tech: Reliable internet connection and a quiet, distraction-free workspace. Critical Work-from-Home (WFH) Mandate This position is strictly Work-from-Home (employee must perform their duties from their primary home address. Employees are not permitted to work from multiple locations or from anywhere in the U.S.) ● System Locking: For federal compliance, our systems are locked to the Agent’s single, approved physical address and cannot be accessed from public or alternative locations. ● Compensation: Paid based on Working Hours (time actively logged into the dialer/system). ● Equipment: Agents must use Company-provided equipment (Laptop & Headset) for work use only. ● Issues: IT or System issues must be notified to management immediately to ensure accurate working hour tracking. CoverageX is an equal opportunity employer

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers the opportunity to lead a high-performing support engineering team focused on delivering exceptional service and technical solutions to clients. The Manager will oversee the end-to-end support lifecycle, ensuring timely resolution of complex technical issues while fostering team growth and collaboration. - Serve as the escalation point for challenging cases. - Provide mentorship to engineers and maintain high standards of operational excellence. - Combine hands-on troubleshooting with strategic leadership. - Influence processes, drive improvements, and enhance overall customer satisfaction. - Manage on-call rotations and collaborate cross-functionally with product, development, and service teams to optimize support workflows. Qualifications - Minimum 5 years of experience as a Salesforce Administrator, Support Engineer, or Consultant, with Salesforce Administrator 201 certification required. - Prior experience managing a small support or technical team (3–5 members). - Strong technical expertise in Salesforce, including debugging flows, validation rules, data issues, and complex builds. - Knowledge of Salesforce integrations, APIs, Apex, Visualforce, and other platform features. - Excellent communication, presentation, and documentation skills. - Ability to handle high-pressure situations and provide guidance on Severity 1 and 2 issues. - Familiarity with AWS services (Amazon Connect, CloudWatch) and Agile/Waterfall methodologies is a plus. - Commitment to continuous learning and staying current with industry best practices and platform updates. Requirements - Oversee and manage all support cases, ensuring accurate troubleshooting and timely resolution of client issues. - Lead, coach, and mentor a team of 3–5 support engineers, fostering professional growth and high performance. - Serve as the escalation point for complex technical issues, collaborating with cross-functional teams to resolve challenges. - Maintain and improve internal and external technical documentation for support processes and solutions. - Manage on-call rotations and provide hands-on support during high-severity incidents. - Proactively identify opportunities to enhance the customer experience and drive continuous process improvements. - Communicate effectively with stakeholders, providing updates on cases, projects, and team performance. Benefits - Competitive salary and performance-based incentives. - Flexible, fully remote work environment with support for work-life balance. - Opportunities for professional development and training in Salesforce and AI technologies. - Health, dental, and vision coverage. - Paid time off and flexible scheduling options. - Collaborative, innovative team culture with regular recognition and celebration of achievements. - Exposure to cutting-edge AI and automation technologies, including Salesforce Agentforce.