Engineer II (R-20062)
Dun & Bradstreet, Jacksonville - Florida - United States
What you will do
- 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.