Technical Support Engineer Integrations

Job Title: Technical Support Engineer - Integrations
Location:San Diego, CA
Onsite: This position will also require onsite presence weekly on Wednesday and Thursday at the San Diego office.
Duties: Overview:

• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.

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 functionality.
• Analyze data with a view to isolate the potential cause of the issue.
• Involve others to accomplish personal and group goals.

Skills: 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

Notes:

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

1) Email
2) SSO/Authentication
3) Web Services
4) Scripting /Rest API
5) database issues