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Technical Support Specialist

1 month ago

Santa Clara, California, United States Tranzeal Incorporated Full time

Technical Support Specialist - Integrations

Location: Hybrid

Contract: 12+ months

Job Overview:

As a Technical Support Specialist, you will provide expert-level 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.

You will respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will report design, reliability, and maintenance problems or bugs to design engineering/software engineering.

Key Responsibilities:

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

Requirements:

  • 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 broad topics:

1) Email

2) SSO/Authentication

3) Web Services

4) Scripting /Rest API

5) Database issues