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Technical Support Engineer, Integrations, 35723042

Cypress HCM
San Diego, CA Full Time
POSTED ON 3/4/2025
AVAILABLE BEFORE 5/29/2025

Job Description

Job Description

Technical Support Engineer, Integrations, 35723042

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting 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 ServiceNowsoftware and platform
  • Gain an understanding ofthe ServiceNow platform and allcore functionality
  • Analyze data with aview to isolate the potentialcause of the issue
  • Involve others toaccomplish personal and groupgoals
  • Note : This position will also require onsite presence weekly on Wednesday and Thursday at the San Diego office.

Screening Questions (must be in resume)

Authentication

  • Can you describe your experience working with LDAP, Active Directory or SSO Systems? Share what tools you used and the outcome.

    • Email

  • Have you worked with Office 365 or exchange? Describe a situation where you diagnosed and resolved an issue such as email delivery failures or access problems.

    • Web Services (SOAP / REST)

  • Can you share an example of troubleshooting SOAP or REST API issue? What tools or methods did you use and share how you resolved the problem.

    • Scripting

  • Can you describe a situation where you scripted a REST API call to solve a problem?

    • Databases

  • Have you worked with databases such as MySql or Oracle and share an example of a problem you had to troubleshoot?

    • Hiring Manager Notes :

    Integrations gets a mix of issue types that typically center around there broad topics :

  • Email
  • SSO / Authentication
  • Web Services
  • Scripting / Rest API
  • 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)

    • Pay Rate Range :

  • 40-46.02 / hr.

    • Salary : $40 - $46

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