Praneeth Patlola
This listing was posted on Willhire.
Technical Support Engineer - Integrations
Location:
Orlando
Description:
Position Overview: Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and debugging complex computer systems, complex software, or networked and/or wireless computer systems.Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning systems or software configurations. Reports design, reliability issues, or bugs to 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. Screening Questions (must be attached as a separate doc): 1. You have been assigned a P4 case (lowest priority with a 24 business hours response SLA), and a few hours later, the customer makes the following comment: “Dear Engineer, I need this fixed right now. Please escalate.” – You have only taken an initial look at the case to read their problem statement but have not gone into further depth/research yet. What are the next actions you will take when reviewing this customer’s request.2. Given the following metrics:(a) Number of Knowledge articles either written or attached to your cases(b) TTR (time to relief) - how long before a case has a solution(c) CSAT – customer satisfaction survey/score(d) Number of cases closedAs a Support Engineer, what order of priority or value (1 - 4, with 1 being top priority) would you give the 4 above options, and why? Essentially, what’s most important to you? Note: This position will also require onsite presence weekly on Wednesday and Thursday at the Santa Clara office. 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/Authentication3) Web Services4) Scripting /Rest API5) database issuesGiven 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) Note: This position will also require onsite presence weekly on Wednesday and Thursday at the Orlando office.X
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More About this Listing: Technical Support Engineer - Integrations
Technical Support Engineer - Integrations is a Technology Technical Support Engineer Job at Servicenow located in United States. Find other listings like Technical Support Engineer - Integrations by searching Oodle for Technology Technical Support Engineer Jobs.
Technical Support Engineer - Integrations is a Technology Technical Support Engineer Job at Servicenow located in United States. Find other listings like Technical Support Engineer - Integrations by searching Oodle for Technology Technical Support Engineer Jobs.