Technical Support Engineer (Salesforce)

Location: Jacksonville, Florida, United States. On-site.

Company

Dun & Bradstreet provides D&B Connect, D&B Connect for Salesforce, data integration, matching, enrichment, and cloud data workflow products.

What you will do

• Provide advanced technical support for D&B Connect and related CRM, marketing, data integration, matching, enrichment, and cloud workflow products.
• Own incidents, requests, and technical escalations in ServiceNow from intake through resolution, including gathering context, reproducing behavior, maintaining work notes, and communicating next steps.
• Investigate configuration, authentication, data mapping, matching, jobs, and integration issues; identify root causes and distinguish defects, configuration issues, user errors, data concerns, and expected behavior.
• Reproduce suspected defects, create bug reports, represent customer impact in triage meetings, and validate fixes before release.
• Create documentation, troubleshooting guides, onboarding materials, and FAQs; mentor support teams through knowledge-sharing sessions and office hours.
• Identify recurring support patterns and use automation, AI, and agent-assisted tools to improve intake, summarization, knowledge retrieval, and resolution times. Participate in minor Connect for Salesforce package maintenance using Salesforce CLI under engineering guidance.

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 product 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 explaining technical findings clearly to customers, support teams, and engineers.
• Experience creating or maintaining technical documentation, knowledge articles, troubleshooting guides, or training materials.
• Ability to manage multiple incidents with urgency, take ownership through resolution, and work in an organized, customer-focused, and collaborative manner.
• 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 AI-enabled tools for troubleshooting, documentation, and operational efficiency.

Nice to have

• 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, 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.

Culture & Benefits

• Full-time employee position with on-site work in Jacksonville, Florida.
• Customer-focused, collaborative environment with cross-functional work across Technical Delivery Services, SRE, Product, Engineering, Customer Success, and support teams.
• Opportunities for continuous learning, knowledge sharing, mentoring, and development of scalable self-service support resources.
• Benefits are offered, but specific benefits are not detailed in the posting.