Technical Support Engineer Integrations, 33242274

ZipRecruiter; Orlando (FL); On-site; Full time

Job summary

A leading company in Orlando is seeking a Technical Support Engineer to provide support for complex systems and integrations. The role involves troubleshooting, analyzing data, and resolving technical issues for users of the ServiceNow platform. Candidates should have strong knowledge of web services, networking, and scripting, with a focus on customer advocacy and problem resolution. Onsite presence is required weekly, and the pay rate ranges from $30 to $35.71 per hour.

Qualifications

• Experience with LDAP/Active Directory, SSO, or other authentication systems.
• Hands-on experience with data extraction technologies.
• Experience reading and analyzing log files.

Responsibilities

• Provide support to users/administrators of the platform.
• Resolve technical cases related to unexpected behaviors.
• Analyze data to isolate potential causes of issues.

Skills

Troubleshooting

Configuration Knowledge

Web Services

Networking Fundamentals

Scripting

Tools

JavaScript

Python

Perl

Unix Shell

Windows Shell

MySQL

Oracle

Splunk

Job description

Job Description

Technical Support Engineer, Integrations, 36024482

Overview: Provides technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex computer systems, 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:

1. Be a Customer Advocate providing support to users/administrators of our platform
2. Understand our platform, cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations
3. 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.
4. Gain an understanding of the ServiceNow platform and all core functionality.
5. Analyze data with a view to isolate the potential cause of the issue.
6. Involve others to accomplish personal and group goals.

What you will need to be successful in this role:

1. Troubleshooting or Configuration Knowledge on LDAP/Active Directory, SSO, or other authentication or user management systems (e.g., Azure AD, Okta, SAML, SiteMinder)
2. Understanding of Email Troubleshooting (e.g., Office 365, Exchange)
3. Knowledge of Web Services (SOAP, REST)
4. Experience with Data Extraction Technologies (e.g., JDBC, ODBC)
5. Hands-on experience exporting/importing data between systems
6. Working knowledge of Network troubleshooting (e.g., Ping, Telnet)
7. Experience with bi-directional integration between two systems
8. Scripting experience: JavaScript, Python, Perl, Unix Shell, Windows Shell
9. Experience with relational databases (e.g., MySQL, Oracle)
10. Experience reading and analyzing log files, using tools like Splunk

Hiring Manager Notes:

Integrations issues typically fall into broad topics:

• Email Configuration and Maintenance
• SSO/Authentication configuration and understanding
• Web Services
• Scripting / Rest API
• Database issues

We seek candidates with some firsthand experience in as many of these areas as possible to facilitate faster onboarding.

Must-have non-negotiable skills:

• Web Services (SOAP/REST)
• Networking fundamentals
• Scripting and programming familiarity

Skills that can be learned on the job:

• SSO and authentication
• Email protocols and servers

Nice to have skills:

• Portuguese speaking/writing skills (not mandatory)

Interview process:

1. First round: 30-45 minute behavioral and technical phone interview
2. Second round: 1-hour panel interview with engineers and hiring manager
3. Final round: Optional

Note: Onsite presence required weekly on Tuesdays and Thursdays.

Pay Rate Range: $30-35.71/hr.