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Dun & Bradstreet संगठनों को वाणिज्यिक जोखिम का आकलन करने और अवसरों की पहचान करने में मदद करने के लिए व्यावसायिक निर्णय संबंधी डेटा और विश्लेषण उपलब्ध कराती है। इसकी व्यावसायिक जानकारी वाणिज्यिक ऋण संबंधी निर्णयों, B2B मार्केटिंग और आपूर्ति श्रृंखला प्रबंधन में सहयोग करती है, क्योंकि यह दुनिया भर की कंपनियों से संबंधित डेटा को एक साथ लाती है। यह कंपनी Data Universal Numbering System (DUNS) के लिए भी जानी जाती है, जो विभिन्न बाजारों में व्यवसायों की पहचान के लिए व्यापक रूप से इस्तेमाल किया जाने वाला ढांचा है।
Technical Support Engineer II, D&B Connect
Provide technical support for Dun & Bradstreet’s business data and CRM integration products. Investigate escalations, find root causes, and improve customer support processes.
विवरण
- Support D&B Connect, D&B Connect for Salesforce, and upcoming Connect integrations with advanced technical assistance.
- Manage incidents, requests, and technical escalations in the Connect SRE ServiceNow queue from intake through resolution.
- Collect technical details, reproduce reported behavior, document work clearly, and communicate next steps.
- Investigate product and integration issues across configuration, authentication, data mapping, matching, jobs, and integrations.
- Assess whether an issue stems from a product defect, configuration, user error, data, or expected behavior.
- Resolve issues without product defects through root-cause analysis, configuration guidance, and workarounds.
- Reproduce potential defects, file bug reports, explain customer impact in triage meetings, and verify fixes before release.
- Develop and maintain knowledge articles, troubleshooting guides, onboarding materials, and FAQs.
- Share expertise with peers and related support teams through knowledge sessions, office hours, and support channels.
- Spot recurring support trends and recommend improvements to products, processes, documentation, and tools.
- Apply automation, AI, and agent-assisted tools to improve ticket intake, summaries, knowledge retrieval, and repeatable support tasks.
- Assist with minor D&B Connect for Salesforce package maintenance using Salesforce CLI under engineering guidance.
आवश्यकताएँ
- Bachelor’s degree in Information Systems, Computer Science, Business Technology, or a related discipline, or equivalent practical experience.
- 2–5 years in technical, application, SaaS, or integration support, or another customer-facing technical position.
- Strong analytical troubleshooting skills, including reviewing logs, API responses, and job histories to find root causes and distinguish defects from configuration, data, or environment issues.
- Experience supporting SaaS applications, APIs, authentication, data mappings, batch or transactional workflows, or cloud integrations.
- Experience using ServiceNow or a comparable case-management system.
- Excellent written and verbal communication, with the ability to explain technical findings clearly to customers, support teams, and engineers.
- Experience developing or maintaining technical documentation, knowledge articles, troubleshooting guides, or training materials.
- Organized, customer-focused, and collaborative; able to manage multiple urgent incidents and own them through resolution.
- Curiosity and ability to independently build skills 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, especially Salesforce Certified Administrator, Platform App Builder, or Platform Developer I.
- Preferred: Familiarity with Salesforce administration, including permission sets, objects and fields, flows, Connected Apps or External Client Apps (ECAs), and OAuth.
- Preferred: Practical exposure to Postman, JSON, REST APIs, SQL or SOQL, Git/GitHub, Splunk, or comparable technical tools.
- Preferred: Knowledge of master data management, entity resolution, data enrichment, or D-U-N-S® business data.
लाभ
- Generous paid time off during the first year, with increases based on tenure.
- Up to 16 weeks of fully paid parental leave after one year of employment.
- Paid sick leave 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.
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