Engineer II (R-20062)

About the role

Responsibilities

• ▪ Own incidents, requests, and technical escalations routed to the Connect SRE queue in ServiceNow from intake through resolution, gathering technical context, reproducing behavior, maintaining clear work notes, and communicating next steps. ▪ Investigate product and integration issues involving configuration, authentication, data mapping, matching, jobs, and integrations. ▪ Determine whether reported behavior is a product defect, configuration issue, user error, data concern, or expected behavior, and resolve non-defect issues through root-cause analysis, configuration guidance, and workarounds. ▪ Reproduce suspected defects, create complete bug reports, represent customer impact in bug-triage meetings, and validate fixes before release. ▪ Create and maintain knowledge articles, troubleshooting guides, onboarding materials, and FAQs for Connect products and integrations. ▪ Mentor peers and adjacent support teams through knowledge-share sessions, office hours, and support channels to improve the consistency and quality of case handling. ▪ Identify recurring support patterns and recommend product, process, documentation, and tooling improvements that reduce escalations and shorten time to resolution. ▪ Use automation, AI, and agent-assisted tools responsibly to improve ticket intake, summarization, knowledge retrieval, and other repeatable support workflows. ▪ As a developmental opportunity, participate in minor Connect for Salesforce package maintenance using Salesforce CLI under guidance from engineering resources; software engineering and solution architecture are not the primary scope of this role.

Requirements

• ▪ Bachelor's degree in Information Systems, Computer Science, Business Technology, a related field, or equivalent practical experience. ▪ 2–5 years of experience in technical support, application support, SaaS support, integration support, or another customer-facing technical role. ▪ Strong troubleshooting and analytical skills, including analyzing logs, API responses, and job histories to identify root cause and distinguish product defects from configuration, data, or environmental issues. ▪ Experience supporting SaaS applications, APIs, authentication, data mappings, batch or transactional workflows, or cloud-based integrations. ▪ Experience with ServiceNow or a comparable case-management platform. ▪ Excellent written and verbal communication skills, including the ability to explain technical findings clearly to customers, support teams, and engineers. ▪ Experience creating or maintaining technical documentation, knowledge articles, troubleshooting guides, or training materials. ▪ Organized, customer-focused, and collaborative, with the ability to manage multiple incidents with urgency and take ownership through resolution. ▪ Demonstrated curiosity and an aptitude for independently building proficiency across CRM, marketing automation, and cloud platforms such as Salesforce, Microsoft Dynamics, Adobe Marketo, Snowflake, and AWS. ▪ Interest in using AI-enabled tools to improve troubleshooting, documentation, and operational efficiency.
• ▪ Salesforce certifications, particularly Salesforce Certified Administrator, Platform App Builder, or Platform Developer I. ▪ Familiarity with Salesforce administration concepts, including permission sets, objects and fields, flows, Connected Apps/External Client Apps (ECAs), and OAuth. ▪ Hands-on exposure to Postman, JSON, REST APIs, SQL or SOQL, Git/GitHub, Splunk, or similar technical tools. ▪ Knowledge of master data management, entity resolution, data enrichment, or D-U-N-S®-based business data.