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Technical Support Engineer

2 months ago

Santa Clara, United States Russell Tobin Full time

Job Title: Technical Support Engineer - Integrations

Location: Santa Clara, CA 95054 (Hybrid)

Duration: 12 months plus

Pay Range: $38/hr-$45/hr (Depends on Exp)


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 the 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.


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

Integrations get 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


Must-Have Skills:

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

SSO and authentication, Email protocols, and servers


Benefits Info

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.