Staff Technical Support Engineer - Performance

Jobs via Dice; San Diego (CA); On-site; USD 129,000 - 227,000; Full time

Job summary

An innovative company in sunny San Diego is seeking a Staff Technical Support Engineer to tackle complex performance issues and mentor a talented team. This role offers the chance to work with cutting-edge AI technology and engage with high-value customers. The ideal candidate will possess strong troubleshooting skills, advanced knowledge of relational databases, and a commitment to exceptional customer service. Join a dynamic team that values inclusivity and diverse experiences while enjoying a competitive salary and comprehensive benefits package. This is an opportunity to make a significant impact in a leading organization.

Benefits

Health Plans

401(k)

ESPP

Family Leave Programs

Qualifications

• Experience with AI-powered tools and workflow automation.
• Strong troubleshooting skills and relational database expertise.
• Excellent communication and time management skills.

Responsibilities

• Manage and resolve challenging issues for the technical support team.
• Mentor junior team members and provide customer-facing support.
• Work outside normal hours as needed for performance issues.

Skills

AI Integration

Troubleshooting

Relational Databases

Java

JavaScript

Python

Unix/Linux

Performance Diagnosis

Communication Skills

Time Management

Tools

MySQL

Oracle

Splunk

Job description

Staff Technical Support Engineer - Performance

Join to apply for the Staff Technical Support Engineer - Performance role at Jobs via Dice.

Dice is the leading career destination for tech experts at every stage of their careers. Our client, ServiceNow, Inc., is seeking the following. Apply via Dice today!

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. 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 Staff Performance Support Engineer will manage and resolve 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 various technologies.
• The successful candidate will quickly understand the ServiceNow platform. As this is a customer-facing role, strong interpersonal skills are essential alongside technical expertise. The Performance Support Engineer must be able to work outside normal business hours (evening/weekend shifts, holidays) as needed.

Qualifications

To be successful in this role you have:

• Experience integrating AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's industry impact.
• Proven ability to troubleshoot difficult technical issues.
• Strong experience with relational databases (e.g., MySQL, Oracle).
• Java experience.
• Experience with scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
• Advanced Unix/Linux skills.
• Knowledge of web application components.
• Experience diagnosing performance issues (e.g., explain plans, database tuning).
• Ability to work well in a team and independently.
• Strong commitment to quality and customer service.
• Excellent communication skills, both written and verbal.
• Ability to work with high-value customer administrators and developers.
• Excellent time management skills.
• Willingness to work evenings and weekends.
• Basic understanding of networking and system administration.

Desired Skills

The following skills are preferred but not required:

• Object-oriented programming experience (Java preferred).
• Experience with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML.
• Proficiency with Web Services (SOAP, REST), Data Extraction Technologies (JDBC, ODBC), and system integrations.
• Networking knowledge (TCP/IP).
• Experience with Splunk.
• Understanding of SNMP, remote administration via SSH, WMI, PowerShell.
• Familiarity with available integrations and Eclipse IDE.
• Understanding of ITSM, ITIL, and CMDB concepts.

We encourage candidates from diverse backgrounds to apply, even if they don't meet every qualification. We value inclusivity and unique experiences.

Compensation & Benefits

In this location, the base pay ranges from $129,300 to $226,300, plus equity, incentives, and benefits, including health plans, 401(k), ESPP, and family leave programs. Compensation varies based on location and qualifications.

Additional Information

We support flexible work arrangements and are committed to accessibility and inclusivity. For accommodations or export control considerations, please contact us.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Software Development