Technical Support Engineer – SaaS Integrations & Connect

Dun-; Jacksonville (FL); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Paid time off

Parental leave (up to 16 weeks)

Education assistance

Volunteer days & donation matching

401k with company matching

Health & wellness benefits

Job summary

Dun & Bradstreet is seeking a Technical Support Engineer to support D&B Connect, Connect for Salesforce, and future integrations. You will work with product and engineering to resolve escalations, create self-service resources, and mentor others in troubleshooting and knowledge sharing.

The ideal candidate collaborates across teams, analyzes logs and API responses, and uses automation to streamline ticket handling.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 2–5 years in technical or SaaS support, or customer-facing technical role.
• Strong troubleshooting and analytical skills to identify root cause.
• Experience with SaaS apps, APIs, authentication, data mappings, or cloud integrations.
• Experience with ServiceNow or similar case-management platform.
• Clear written and verbal communication; ability to explain technical findings to customers.

Responsibilities

• Own incidents, requests, and escalations from intake to resolution.
• Investigate product and integration issues (configuration, authentication, data mapping, jobs).
• Distinguish product defects from configuration or data issues; apply workarounds when needed.
• Reproduce defects, file bug reports, communicate customer impact in triage meetings, verify fixes.
• Create and maintain knowledge articles, troubleshooting guides, and FAQs.
• Mentor peers and share knowledge to improve case handling quality.
• Identify recurring issues and propose product or process improvements.
• Utilize AI-assisted tools to improve ticket handling and knowledge retrieval.
• Participate in minor Connect for Salesforce package maintenance under engineering guidance.

Skills

Troubleshooting

API analysis

ServiceNow

Salesforce

SaaS support

Education

Bachelor's degree in Information Systems/CS/Business Tech

Tools

ServiceNow

Salesforce

Postman

JSON/REST

GitHub

Splunk

Job description

Dun & Bradstreet is seeking a Technical Support Engineer to support D&B Connect, Connect for Salesforce, and future integrations. You will work with product and engineering to resolve escalations, create self-service resources, and mentor others in troubleshooting and knowledge sharing.

The ideal candidate collaborates across teams, analyzes logs and API responses, and uses automation to streamline ticket handling.