Provides remote technical support for Everbridge products by investigating customer issues, troubleshooting applications and environments, documenting findings, resolving or escalating tickets, and communicating clearly with technical and non-technical users. The role includes ticket prioritization, collaboration with Engineering and internal teams, knowledge-base contributions, phone coverage, and occasional after-hours or weekend on-call support for critical incidents.

Lead and develop Customer Success Managers and Technical Account Managers, driving customer adoption, value realization, retention, expansion, and satisfaction. Coach teams, establish KPIs, monitor customer health, manage escalations, improve service delivery and workflows, and partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services. The role also oversees hiring, performance management, career development, capacity planning, and strategic customer engagement across an assigned SaaS customer segment.