Senior Technical Support Engineer - Performance

ServiceNow; Staines-upon-Thames; On-site; GBP 40,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Performance Support Engineer to manage complex technical issues and mentor junior staff. The role requires excellent troubleshooting abilities, experience with databases and Java, and strong interpersonal skills. This position can involve working evenings and weekends to ensure customer satisfaction.

Qualifications

• Experience with relational databases (e.g. MySQL, Oracle).
• Advanced Unix/Linux experience.
• Ability to work well in a team and independently.

Responsibilities

• Manage and resolve challenging issues for the Technical Support team.
• Mentor junior team members on various technologies.
• Work outside of normal business hours as needed.

Skills

Troubleshooting

Interpersonal skills

Customer service

Time management

Networking knowledge

Education

Experience with relational databases

Java experience

Advanced Unix/Linux experience

Job description

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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:

In order to be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 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

Desired Skills

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

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.Learn more here .

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

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

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