Why We Work at Dun & Bradstreet

We are at a transformational moment in our company journey - and we’re so excited about it. Each day, we are finding new ways to strengthen our award-winning culture, and to accelerate creativity, innovation and growth. Our purpose is to help customers improve business performance with Dun & Bradstreet’s Data Cloud and Live Business Identity, and we’re wildly passionate and committed to this purpose. So, if you’re looking to make an immediate impact at a company that welcomes bold and diverse thinking, come join us!

Team Overview:

The Sales and Marketing Solutions Technology (S&MS Technology) team develops customer facing products that help customers steward their account, lead and contact data. The Dun & Bradstreet Optimizer products serve as the foundational building block for sales and marketing alignment by delivering valuable business intelligence on more than 330 million business records and their corporate hierarchies. D&B Optimizer for Salesforce ensures the data powering a customer’s Salesforce environment is clean, complete, and actionable. Powered by the Dun & Bradstreet D-U-N-S® Number, it enables an organization to have confidence in segmenting the market, identifying priority targets, and ensuring alignment across the business, while reducing the costs associated with bad data. One of The Dun & Bradstreet Optimizer products is D&B Optimizer for Salesforce – it continuously and manages data quality inside the Salesforce environment, so a customer doesn’t have to.

The Role:

The Salesforce Support Engineer will provide hands-on technical product support and will have a passion for diving into the code to perform root cause analysis. In this role, you will liaise closely with technical and non-technical members of the business to resolve issues in a timely manner using analytical and programming skills to provide remediation plans forward. You are relentlessly curious and driven to dig into a functional area and understand its nuances. Your main objectives will be to:

• Serve as an escalation point for internal customer support and product teams for the Optimizer for Salesforce product.

• Identify issues that cause Optimizer not to work properly in customer environments.

• Describe issues and work with the development team on engineering and implementating of technical solutions to them.

• Develop and support internal technical tools that will be critical in helping the Customer Success teams better serve our customers.

Responsibilities:

• Perform root cause analysis to resolve technically complex issues and escalated customer technical issues with the goal of resolving the problem or qualifying appropriately

• Become an expert in the use of Optimizer for Salesforce

• Work closely with other internal teams (e.g. Product, IT, Engineering) to ensure that any product issues are clearly communicated and resolved in upcoming releases

• Identify, report and act on issues that lead to customer dissatisfaction

• Share and document information learned with lower level Support teams

• Enable both peers and the customer to grow their knowledge of D&B applications

• Provide training to other internal teams as necessary in the use of D&B products

Education, Experience, Competencies:

• Bachelor's degree, preferred, or equivalent

• 3+ years technical product support experience, ideally within the business information or distributed web application sector

• Solid programming skills (Python, PHP, C#, or Java)

• Strong SQL skills

• E xcellent troubleshooting and problem assessment/solving skills

• Experience with documenting procedures and fault-finding guides

• S trong experience with web browsers and troubleshooting issues related to networking protocols, proxy servers and web browsers, and web/network security

• Experience working with large datasets and manipulating schemas

• Demonstrated ability to build trust and rapport with customers and team members (both inside Customer Success and the wider organization).

• Well organized, disciplined and able to manage time and priorities effectively

• Strong oral and written communication skills; you will write bug reports in a clear fashion and be able to articulate complicated interactions in unambiguous terms

• Certified Salesforce Administrator and/or Certified Salesforce Platform Developer I, preferred.

#LCI-DC1

Dun & Bradstreet is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with Dun & Bradstreet and need special assistance or an accommodation to use our website or to apply for a position, please send an e-mail with your request to [email protected]. Determination on requests for reasonable accommodation are made on a case-by-case basis.

Please note that all Dun & Bradstreet job postings can be found at https://dnb.wd1.myworkdayjobs.com/Careers and all communication from Dun & Bradstreet will come from an email address ending in @dnb.com.