Technical Support Engineer - Integrations

Title: Technical Support Engineer - Integrations

Location: Hybrid (Santa Clara, CA)

Duration: 12+ months; possible extensions

Job ID: (phone number removed)

 

Overview:

Provides technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, integrations, or networked and/or wireless systems.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning applications and software. Troubleshoots and diagnoses design, reliability and maintenance problems or bugs to platform engineering/software engineering.

 

Note: This position will also require onsite presence weekly on Wednesday and Thursday at the Santa Clara office.

 

What you will do in this role:

Be a Customer Advocate providing support to users/administrators of our platform

Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations

Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform.

Gain an understanding of the ServiceNow platform and all core functionalities.

Analyze data with a view to isolate the potential cause of the issue.

Involve others to accomplish personal and group goals.

 

What you will need to be successful in this role:

Knowledge on LDAP/Active Directory, SSO or other authentication or user management systems

Understanding of Email Troubleshooting (e.g. Office 365, Exchange )

Knowledge on Web Services (SOAP, REST)

Working knowledge on Network troubleshooting (e.g. Ping, Telnet)

Hands on experience in any bi-directional, integration between two systems

Some experience with Scripting languages: JavaScript preferred

Experience with relational databases (e.g. MySQL, Oracle)

Experience with the gathering and reading of various log files

 

Hiring Manager Notes:

Integrations gets a mix of issue types that typically center around their broad topics:

1) Email

2) SSO/Authentication

3) Web Services

4) Scripting /Rest API

5) database issues

Given the wide variety of issues that we get there is no 1 or 2 must have skills. Instead, we are looking for candidates that some firsthand experience in as many of these technical areas as possible as it speeds up the ramp up time.

 

Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?

Web Services (SOAP/REST), Networking fundamentals, scripting and familiarity with a programing language, Relational databases concepts

What backgrounds/skills can we be more flexible with that can be learned on the job?

SSO and authentication, Email protocols and servers

What will the interview process look like?

First round - 30-to-45-minute monitoring phone interview (behavioral and technical questions)

Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)