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Technical Support Engineer - Integrations
Ref No.: 24-161784
Location: Santa Clara, California
Start Date / End Date: 10/14/2024 to 10/10/2025
Title: Technical Support Engineer - Integrations
Location: Hybrid (Santa Clara, CA)
Duration: 12+ months; possible extensions
Job ID: 33853465
 
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.
 
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 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.
 
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 their 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?
First 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)