About the Role
Overview:
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design 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 SaaSsoftware and platform.
- Gain an understanding ofthe SaaS platform and allcore functionality.26-11376
- Analyze data with aview to isolate the potentialcause of the issue.
- Involve others toaccomplish personal and groupgoals.
Skills:
What you will need to be successful in this role:
- Knowledge on LDAP/ActiveDirectory, SSOor other authentication or user management systems
- Understanding of EmailTroubleshooting (e.g. Office 365, Exchange )
- Knowledge on WebServices (SOAP, REST)
- 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 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 their broad topics:
1) Email
2) SSO/Authentication
3) Web Services
4) Scripting /Rest API
5) database issues
Web Services (SOAP/REST), Networking fundamentals, scripting, and familiarity with a programming language, Relational databases concepts
SSO and authentication, Email protocols and servers
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