Senior Technical Support Engineer Performance

ServiceNow; California, San Diego (MO, CA); On-site; USD 125,000 - 150,000; Full time

Job summary

An established industry player is seeking a Performance Support Engineer to tackle complex technical challenges while mentoring junior team members. In this customer-facing role, you will leverage your strong troubleshooting abilities and technical expertise to ensure optimal performance and instance availability. The position demands excellent interpersonal skills and a commitment to quality service. Join a dynamic team dedicated to transforming how organizations work by harnessing innovative technology. If you're ready to make a significant impact and work in a collaborative environment, this opportunity is for you.

Qualifications

• Experience in AI integration for decision-making and problem-solving.
• Strong commitment to quality and customer service.

Responsibilities

• Manage and resolve challenging issues for the Technical Support team.
• Mentor junior team members in various technologies.

Skills

Troubleshooting technical issues

Interpersonal skills

Relational databases (MySQL, Oracle)

Java

Scripting languages (JavaScript, Python, Perl, Unix Shell, Windows Shell)

Unix/Linux

Web applications stack knowledge

Performance degradation diagnosis

Networking and system administration

Time management skills

Tools

Splunk

Eclipse IDE

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 be able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.

Qualifications

To be successful in this role you have:

• 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

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!