Technical Support Engineer
No salary listed
Mid, Senior
Bachelor's
Jacksonville, FL, USA
Hybrid
Customer Experience & SupportCustomer Support
About the job
Requirements
- A bachelor's degree in Information Systems, Computer Science, Business Technology, a related field, or equivalent practical experience is required.
- Two to five years of experience in technical support, application support, SaaS support, integration support, or another customer-facing technical role is required.
- Strong troubleshooting and analytical skills are required, 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 is required.
- Experience with ServiceNow or a comparable case-management platform is required.
- Strong written and verbal communication skills are required, 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 is required.
- The candidate should be organized, customer-focused, and collaborative, able to manage multiple incidents with urgency and take ownership through resolution.
- The candidate should demonstrate curiosity and aptitude for independently building proficiency across CRM, marketing automation, and cloud platforms such as Salesforce, Microsoft Dynamics, Adobe Marketo, Snowflake, and AWS.
- The candidate should have an interest in using AI-enabled tools to improve troubleshooting, documentation, and operational efficiency.
Responsibilities
- Provide advanced technical support for D&B Connect and related integration products across CRM, marketing, data integration, matching, enrichment, and cloud data workflows.
- Partner with Product and Engineering to improve product quality, supportability, and customer outcomes.
- Develop scalable support resources through documentation, training, self-service solutions, and AI-assisted workflows, and enable internal support teams through coaching and knowledge sharing.
- 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.
Desired Qualifications
- 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.
About the company
Dun & Bradstreet aggregates and analyzes business information to help organizations improve performance. Its Data Cloud holds data on hundreds of millions of businesses, which clients access through subscriptions to data and analytics platforms, plus one-time reports and data services. The product works by collecting and organizing commercial data such as credit reports, supplier risk, and marketing data, then delivering insights that support risk management, sales, and marketing decisions. Compared with competitors, Dun & Bradstreet emphasizes a large, integrated data and analytics platform that combines extensive business data with practical software tools and reports, enabling customers to act on findings across risk, marketing, and growth opportunities. The company’s goal is to help clients make informed decisions, reduce risk, and identify opportunities to grow their business.
Company Size
5,001-10,000
Company Stage
IPO
Headquarters
Jacksonville, Florida
Founded
1840
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Simplify's Take
What believers are saying
- September 2026 Microsoft Copilot Studio and Dynamics 365 integrations expand enterprise distribution.
- D&B says AI workflows cut compliance processing 70-96%, boosting buyer urgency.
- Perplexity, Databricks, and OpenAI partnerships place D&B inside daily enterprise tools.
What critics are saying
- A September 2026 securities lawsuit attacks the 2025 merger process and disclosures.
- Private ownership under Clearlake pressures headcount, spending, and long-term product investment.
- OpenAI, Microsoft, Anthropic, and IBM can commoditize access to D&B data.
What makes Dun & Bradstreet unique
- D-U-N-S Number anchors D&B Commercial Graph across 650 million entities and relationships.
- Verified data plus 100 billion monthly checks create auditable business identity infrastructure.
- Deep workflows in risk, compliance, finance, and sales make switching expensive.
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Benefits
- Medical and Prescription Drug: Comprehensive coverage through a choice of a Preferred Provider Organization (PPO) plan and Consumer Directed Health Plan (CDHP). The CDHP plan has a Health Savings Account (HSA) option. D&B contributes to the HSA each year.
- Dental: Insurance including preventive care, basic care, major care and orthodontia
- Vision: Coverage for routine eye exams and prescription lenses, frames and contact lenses
- Health Care Accounts: Set aside before-tax dollars to pay for eligible health care expenses. You can choose a Healthcare Flexible Spending Account (FSA) or Health Savings Account (HSA).
- Life Insurance: Company paid life insurance, as well as additional coverage including Basic, Supplemental, Spouse or Domestic Partner, and Child
- Accidental Death & Dismemberment Insurance: Benefit that provides a payment if you suffer an accident that is fatal or dismembering
- Business Travel Accident Insurance: Benefit that provides a payment if you are injured or die as a result of an accident while traveling on Company-approved business
- Short-Term Disability (STD): Company provided benefit that offers you income protection for absence due to nonwork-related injury or illness
- Long-Term Disability (LTD): Coverage that picks up when your STD ends. It provides income protection if you become totally disabled and are unable to work after 180 days of continuous disability.
- Critical Illness Insurance: Insurance that is intended to supplement your medical and disability coverage. It provides a lump-sum benefit in the event you (or a covered family member) are diagnosed with a covered condition, such as cancer, heart attack, and more
- Hospital Indemnity Insurance: Provides a lump-sum benefit to help you pay for costs in the event you (or a covered family member) are hospitalized.
- Accident Insurance: Provides a lump-sum benefit to help you (or a covered family member) pay for costs for a covered injury and related services