Technical Support Engineer – Integrations - HonorVet Technologies

Job Title – Technical Support Engineer – Integrations
Job ID: 33951005
Duration: 12+ Months
Location: San Diego, CA
Hybrid Role( W2 ONLY)
 
 
Job Description:
Note: This position will also require onsite presence weekly on Wednesday and Thursday at the San Diego 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 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 functionality.
• 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 there 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)