Technical Support Engineer Integrations

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Hybrid Role: Work Persona - Flexible: Weekly on Wednesday and Thursday at the office.
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.

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.

What you will need to be successful in this role:
Troubleshooting or Configuration Knowledge on LDAP/Active Directory SSO or other authentication or user management systems (e.g. Azure AD Okta SAML SiteMinder)
Understanding of EmailTroubleshooting (e.g. Office 365 Exchange )
Knowledge on WebServices (SOAP REST)
Experience Data Extraction Technologies (e.g. JDBC ODBC)
Hands-on experience exporting/importing data between separate systemS
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 Python Perl Unix Shell Windows Shell)
Experience with relational databases (e.g. MySQL Oracle)
Experience with the gathering and reading of various log files including tools like Splunk

Hiring Manager Notes
Integrations gets a mix of issue types that typically center around there broad topics:
Email Configuration and Maintenance (Not just Outlook App)
SSO/Authentication (Candidate should Know who to configure the tecnologiy and how this works internally NOT just assign or grant user/permissions).
Web Services
Scripting /Rest API
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
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)
Second round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)
Final Round - Optional