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Engineer II
Dun & BradstreetCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing advanced technical support for SaaS applications and integrations, with strong troubleshooting skills and the ability to communicate technical findings effectively. Proficient in creating and maintaining technical documentation and knowledge articles while utilizing automation and AI tools to enhance operational efficiency.
Highest-signal resume keywords
Technical Support ExperienceTroubleshooting SkillsSaaS Application SupportServiceNow ProficiencySalesforce Certifications
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide advanced technical support for D&B Connect, D&B Connect for Salesforce, and future Connect integrations.
- Own incidents, requests, and technical escalations routed to the Connect SRE queue in ServiceNow from intake through resolution.
- Gather technical context, reproduce behavior, maintain clear work notes, and communicate next steps.
- Investigate product and integration issues involving configuration, authentication, data mapping, matching, jobs, and integrations.
- Determine whether behavior is a product defect, configuration issue, user error, data concern, or expected behavior.
- Resolve non-defect issues through root-cause analysis, configuration guidance, and workarounds.
- Reproduce suspected defects, create 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.
- Mentor peers and adjacent support teams through knowledge-share sessions, office hours, and support channels.
- Identify recurring support patterns and recommend product, process, documentation, and tooling improvements.
- Use automation, AI, and agent-assisted tools to improve ticket intake, summarization, knowledge retrieval, and repeatable support workflows.
- Participate in minor Connect for Salesforce package maintenance using Salesforce CLI under engineering guidance.
Requirements
What you’ll need- 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.
- Preferred: Salesforce certifications, particularly Salesforce Certified Administrator, Platform App Builder, or Platform Developer I.
- Preferred: Familiarity with Salesforce administration concepts, including permission sets, objects and fields, flows, Connected Apps/External Client Apps (ECAs), and OAuth.
- Preferred: Hands-on exposure to Postman, JSON, REST APIs, SQL or SOQL, Git/GitHub, Splunk, or similar technical tools.
- Preferred: Knowledge of master data management, entity resolution, data enrichment, or D-U-N-S®-based business data.
Benefits
Comp & perks- 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.
- Health & wellness benefits, including discounted Wellhub membership rates.
- Medical, dental & vision insurance for you, spouse/partner & dependents.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingAPI AnalysisData MappingConfiguration GuidanceRoot-Cause AnalysisTechnical DocumentationKnowledge Article CreationBatch WorkflowsTransactional WorkflowsCloud-Based Integrations
Soft Skills
Excellent CommunicationCustomer-FocusedOrganizational SkillsCollaborationCuriosity
Tools & Technologies
ServiceNowSalesforce CLIPostmanJSONREST APIsSQLSOQLGitGitHubSplunk
Certifications & Qualifications
Salesforce Certified AdministratorSalesforce Platform App BuilderSalesforce Platform Developer I
Industry Keywords
D&B ConnectIntegration SupportCustomer-Facing Technical RoleMaster Data ManagementEntity ResolutionData EnrichmentD-U-N-S®-Based Business Data