Technical Support Engineer
Listed on 2025-12-18
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IT/Tech
IT Support, Technical Support
Technical Support Engineer - Integrations
Job Code: Technical Support Engineer - Integrations
Location: Orlando, FL
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.
Responsibilities- 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 Service Now software and platform
- Gain an understanding of the Service Now platform and all core functionality
- Analyze data with a view to isolate the potential cause of the issue
- Involve others to accomplish personal and group goals
- Troubleshooting or configuration knowledge on LDAP/Active Directory, SSO, or other authentication or user management systems (e.g., Azure AD, Okta, SAML, Site Minder)
- Understanding of email troubleshooting (e.g., Office 365, Exchange)
- Knowledge of Web Services (SOAP, REST)
- Experience with data extraction technologies (e.g., JDBC, ODBC)
- Hands‑on experience exporting/importing data between separate systems
- Working knowledge of network troubleshooting (e.g., Ping, Telnet)
- Hands‑on experience in any bi‑directional integration between two systems
- Experience with scripting languages:
JavaScript, Python, Perl, Unix Shell, Windows Shell - Experience with relational databases (e.g., MySQL, Oracle)
- Experience gathering and reading various log files including tools like Splunk
First round: 30‑45 minute monitoring phone interview (behavioral and technical questions)
Second round: 1‑hour panel interview with 2‑3 engineers and the hiring manager (technical questions)
Final round: Optional
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