Skip to main content

Performance Technical Support Engineer

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

  • The Performance Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on Performance and instance availability. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies. 
  • The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills.   The Performance Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.  

 

Qualifications

To be successful in this role you have:

  • Demonstrated ability to troubleshoot difficult technical issues
  • Strong Experience with relational databases (e.g. MySQL, Oracle)
  • Java experience
  • Experience in one (or more) scripting languages:  JavaScript, Python, Perl, Unix Shell, Windows Shell)
  • Advanced Unix/Linux experience
  • Working knowledge of the components in a web applications stack.
  • Experience diagnosing performance degradation (e.g. explain plans, database tuning)
  • Experience working well in a team environment while also being able to work productively while unsupervised
  • Strong personal commitment to quality and customer service
  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
  • Ability to work with high-value customer administrators and developers
  • Excellent time management skills
  • Consistent ability to work evenings and weekends
  • Understanding of basic networking and system administration

The following additional skills are preferred but not required:

  • Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
  • Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
  • Advanced object oriented programming skills (Java strongly preferred).
  • Deep understanding of JavaScript
  • Demonstrated proficiency with the following Technical Skills
    • Web Services (consuming or providing) (SOAP, REST)
    • Data Extraction Technologies (e.g. JDBC, ODBC)
    • Any bi-directional, automated integration between two systems
  • TCP/IP, Networking knowledge
  • Experience with Splunk
  • Understanding of Simple Network Management Protocol (SNMP)
  • Understanding of remote administration via SSH, SNMP, WMI, Powershell
  • Experience in any of the technologies on this list: http://wiki.service-now.com/index.php?title=List_of_Available_Integrations
  • Strong Familiarity with Eclipse IDE
  • A fundamental understanding of ITSM, ITIL, and/or CMDB

 

JV20

For positions in California (outside of the Bay Area), we offer a base pay of $91,800 - $142,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

 

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.