Engineer II (R-20062)

📋 Description

• Own incidents, requests, and technical escalations routed to the Connect SRE queue in ServiceNow
• Investigate product and integration issues involving configuration, authentication, data mapping
• Determine whether reported behavior is a product defect, configuration issue, user error, data
• Reproduce suspected defects, create complete bug reports, represent customer impact in bug-triage
• Create and maintain knowledge articles, troubleshooting guides, onboarding materials, and FAQs for
• Mentor peers and adjacent support teams through knowledge-share sessions, office hours, and support

🎯 Requirements

• Bachelor's degree in Information Systems, Computer Science, Business Technology, a related field
• 2–5 years of experience in technical support, application support, SaaS support, integration
• Strong troubleshooting and analytical skills, including analyzing logs, API responses, and job
• Experience supporting SaaS applications, APIs, authentication, data mappings, batch or
• Experience with ServiceNow or a comparable case-management platform.
• Excellent written and verbal communication skills, including the ability to explain technical

🎁 Benefits

• Generous paid time off in your first year, increasing with tenure.
• Up to 16 weeks 100% paid parental leave after one year of employment.
• Paid sick time to care for yourself or family members.
• Education assistance and extensive training resources.
• Do Good Program: Paid volunteer days & donation matching.
• Competitive 401k with company matching.