Tech Support Engineer-IC2

4 weeks ago

Santa Clara, United States Ask Staffing Full time
Position 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.

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

*Given the wide variety of issues that we get there is no 1 or 2 must have skills. Instead we are looking for candidates that some firsthand experience in as many of these technical areas as possible as it speeds up the ramp up time.

Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?
  • Web Services (SOAP/REST), Networking fundamentals, scripting and familiarity with a programing language, Relational databases concepts
What backgrounds/skills can we be more flexible with that can be learned on the job?
  • SSO and authentication, Email protocols and servers
What will the interview process look like?
  • Frist round - 30 to 45 minute monitoring phone interview (behavioral and technical questions)
  • Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)
Note: This position will also require onsite presence weekly on Wednesday and Thursday at the Santa Clara office.

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 casescreated by customers looking forhelp to understand ortroubleshoot unexpectedbehaviors or answer technicalquestions about the ServiceNowsoftware and platform.
  • Gain an understanding ofthe ServiceNow platform and allcore functionality.
  • Analyze data with aview to isolate the potentialcause of the issue.
  • Involve others toaccomplish personal and groupgoals.
  • Insert back the 5 million rows.
Skills

What you will need to be successful in this role:
  • Knowledge on LDAP/ActiveDirectory, SSOor other authentication or user management systems
  • Understanding of EmailTroubleshooting (e.g. Office 365, Exchange )
  • Knowledge on WebServices (SOAP, REST)
  • Working knowledge on Network troubleshooting (e.g. Ping, Telnet)
  • Hands on experience in anybi-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

Education:

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