Technical Support Engineer, Performance

3 weeks ago

San Diego, United States Cypress HCM Full time

Technical Support Engineer, Performance, 33194868


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 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.


Note: This position requires to be onsite twice a week. Wednesdays and Thursdays are currently prominent but may change.


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:

• Strong Familiarity with Eclipse IDE

• A fundamental understanding of ITSM, ITIL, and/or CMDB


Hiring Manager Notes:

Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?

• Strong SQL/Java/Linux experience.

• Ability to troubleshoot technical issues

• Strong personal commitment to quality and customer service

• Excellent time management and communication skills

What backgrounds/skills can we be more flexible with that can be learned on the job?

• Advanced object oriented programming skills

• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)

• No direct customer facing experience but really good with communication

• ServiceNow Platform experience

What will the interview process look like?

• First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions)

• Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)


Pay Rate Range:

• $40-46.02/hr.

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