Tittle - Technical Support Engineer – Integrations
Location- Santa Clara, CA / Hybrid
Contract – 12+ months
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
Hiring Manager 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
Interested candidates can share there resumes to