Technical Support Engineer Integrations
Posted
Job Title: Technical Support Engineer - Integrations
Location:Santa Clara, CA
Work Status:
Due to potential work with ServiceNow's government partners, candidate must be a U.S. Citizen or Green Card holder.
Note: This position will also require onsite presence weekly on Tuesday and Thursday at the office.
Duties: 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.
What you will do in this role:
Skills: What you will need to be successful in this role:
Integrations gets a mix of issue types that typically center around there broad topics:
Location:Santa Clara, CA
Work Status:
Due to potential work with ServiceNow's government partners, candidate must be a U.S. Citizen or Green Card holder.
Note: This position will also require onsite presence weekly on Tuesday and Thursday at the office.
Duties: 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.
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:
- Troubleshooting or Configuration Knowledge on LDAP/Active Directory, SSO, or other authentication or user management systems (e.g. Azure AD, Okta, SAML, SiteMinder)
- Understanding of Email Troubleshooting (e.g. Office 365, Exchange )
- Knowledge on Web Services (SOAP, REST)
- Experience Data Extraction Technologies (e.g. JDBC, ODBC)
- Hands-on experience exporting/importing data between separate systemS
- 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, Python, Perl, Unix Shell, Windows
- Shell)
- Experience with relational databases (e.g. MySQL, Oracle)
- Experience with the gathering and reading of various log files including tools like Splunk
Integrations gets a mix of issue types that typically center around there broad topics:
- Email Configuration and Maintenance (Not just Outlook App)
- SSO/Authentication (Candidate should Know who to configure the tecnologiy and how this works internally, NOT just assign or grant user/permissions).
- Web Services
- Scripting /Rest API
- database issues
Easy Apply