Engineer II (R-20062) at Dun & Bradstreet in Jacksonville, FL

Job description

Shape the Future with Dun & Bradstreet At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers. Our D&B Connect team is seeking a Technical Support Engineer to support D&B Connect, D&B Connect for Salesforce, and future Connect integrations. This role serves as an advanced support resource responsible for investigating and resolving complex customer issues escalated from frontline and mid-tier support teams. The Technical Support 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 overall customer support experience. The ideal candidate is a curious, customer-focused problem solver who enjoys technical troubleshooting, knowledge sharing, and continuous learning. Team Overview ▪ 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. Key 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, 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. Key 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 cause and distinguish product defects from configuration, data, or environmental issues. ▪ Experience supporting SaaS applications, APIs, authentication, data mappings, batch or tran