Engineer II (R-20062)

Dun & Bradstreet • Jacksonville - Florida - United States, FL

17d

About The Position

Dun & Bradstreet’s D&B Connect team is seeking a Technical Support Engineer to support D&B Connect, D&B Connect for Salesforce, and future Connect integrations. The role provides advanced support by investigating and resolving complex customer issues escalated from frontline and mid-tier support teams. The engineer partners with Technical Delivery Services, SRE, Product, Engineering, Customer Success, and other support teams to troubleshoot product behavior, identify root causes, recommend solutions, and improve the customer support experience.

The role supports Connect and related integrations across CRM, marketing, data integration, matching, enrichment, and cloud data workflows. It also contributes to product quality and supportability by creating documentation, training, self-service resources, and AI-assisted workflows, and by enabling internal support teams through coaching and knowledge sharing. As a developmental opportunity, the role may participate in minor Connect for Salesforce package maintenance using Salesforce CLI under engineering guidance; software engineering and solution architecture are not its primary scope.

Requirements

• 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 causes and distinguish 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.
• Curiosity and 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.

Nice To Haves

• 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.

Responsibilities

• 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; 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 case-handling consistency and quality.
• Identify recurring support patterns and recommend product, process, documentation, and tooling improvements that reduce escalations and shorten resolution times.
• Use automation, AI, and agent-assisted tools responsibly to improve ticket intake, summarization, knowledge retrieval, and other repeatable support workflows.
• Participate, as a developmental opportunity and under engineering guidance, in minor Connect for Salesforce package maintenance using Salesforce CLI.

Benefits

• Generous paid time off in the first year, increasing with tenure.
• Up to 16 weeks of 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.
• Paid volunteer days and donation matching through the Do Good Program.
• Competitive 401(k) with company matching.
• Health and wellness benefits, including discounted Wellhub membership rates.
• Medical, dental, and vision insurance for employees, spouses or partners, and dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level