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Senior Performance Support Engineer
2 months ago
At ServiceNow, we empower our clients through innovative technology solutions that enhance operational efficiency and effectiveness. Our commitment to excellence is driven by our talented workforce, who are dedicated to creating impactful changes in the world.
We thrive in a fast-paced environment, understanding that our clients' needs are urgent. Our culture fosters creativity and collaboration, enabling us to provide unique solutions that cater to the diverse needs of our customers.
We believe in nurturing individual talents and supporting each other in achieving our collective goals. Our vision is ambitious, and we are excited to embark on this journey together.
Role Overview:
The Senior Performance Support Engineer will take charge of addressing and resolving complex issues faced by the ServiceNow Technical Support team, with a specific focus on performance optimization and instance reliability.
This role serves as the final escalation point within the technical support framework and involves mentoring junior team members across various technologies.
The ideal candidate will quickly familiarize themselves with the ServiceNow platform. As this is a client-facing position, exceptional interpersonal skills are essential, alongside robust technical expertise. The Senior Performance Support Engineer must be willing to work outside standard business hours, including evenings, weekends, and holidays as necessary.
Key Responsibilities:
- Manage and resolve intricate technical challenges.
- Mentor junior team members and share knowledge across the team.
- Provide outstanding customer service and support.
- Work collaboratively within a team while also demonstrating the ability to work independently.
Qualifications:
To excel in this role, candidates should possess:
- Proven ability to troubleshoot complex technical issues.
- Extensive experience with relational databases (e.g., MySQL, Oracle).
- Proficiency in Java and familiarity with scripting languages such as JavaScript, Python, Perl, Unix Shell, and Windows Shell.
- Advanced knowledge of Unix/Linux systems.
- Understanding of web application stack components.
- Experience in diagnosing performance issues, including database tuning.
- Strong commitment to quality and customer satisfaction.
- Excellent communication skills, both written and verbal.
- Ability to manage time effectively and work under pressure.
- Willingness to work evenings and weekends as required.
Preferred Skills:
While not mandatory, the following skills are advantageous:
- Experience with Object-Oriented programming (Java preferred).
- Familiarity with dynamic HTML components (AJAX, JavaScript, AngularJS, CSS).
- Knowledge of web services (SOAP, REST) and data extraction technologies.
- Understanding of networking principles and protocols.
- Experience with monitoring tools like Splunk.
Compensation and Benefits:
ServiceNow offers a competitive salary and benefits package, including health plans, retirement savings options, and flexible time-off policies.
We are committed to fostering an inclusive workplace where all employees feel valued and respected.
