Lead Performance Support Engineer

1 week ago

Santa Clara, California, United States ServiceNow Full time
Job Overview

Company Overview:
ServiceNow is a pioneering organization that began its journey in San Diego, California, in 2004. Founded by visionary engineer Fred Luddy, we have evolved into a global leader, delivering cutting-edge AI-driven technology to over 8,100 clients, including a significant portion of the Fortune 500. Our innovative cloud-based platform is designed to connect individuals, systems, and processes, enabling organizations to discover smarter, faster, and more efficient ways to operate. We are committed to our mission of enhancing the way the world works for everyone.

Role Responsibilities:

In this position, you will:

  • Act as the primary resource for addressing and resolving complex issues within the ServiceNow Technical Support team, with a focus on performance and system availability. This role includes serving as the final escalation point within the technical support division and providing mentorship to junior team members across various technologies.

The ideal candidate will quickly grasp the intricacies of the ServiceNow platform. This is a client-facing role, necessitating strong interpersonal skills alongside robust technical expertise. The Performance Support Engineer must be prepared to work outside standard business hours, including evenings, weekends, and holidays as required.

Qualifications:

To excel in this role, you should possess:

  • A proven track record of troubleshooting complex technical challenges.
  • Extensive experience with relational databases (e.g., MySQL, Oracle).
  • Proficiency in Java programming.
  • Familiarity with one or more scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
  • Advanced skills in Unix/Linux environments.
  • A solid understanding of web application stack components.
  • Experience in diagnosing performance issues (e.g., explain plans, database tuning).
  • The ability to collaborate effectively in a team setting while also being capable of working independently.
  • A strong commitment to quality and customer satisfaction.
  • Exceptional written and verbal communication skills, with the ability to convey solutions to intricate technical problems clearly.
  • The capability to engage with high-value customer administrators and developers.
  • Excellent time management abilities.
  • A consistent availability to work evenings and weekends.
  • A foundational understanding of networking and system administration.

Preferred Skills:

The following skills are advantageous but not mandatory:

  • Experience in writing or debugging Object-Oriented code (Java preferred, other relevant technologies acceptable).
  • Experience with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML.
  • Advanced object-oriented programming capabilities (Java strongly preferred).
  • A deep understanding of JavaScript.
  • Demonstrated proficiency in 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.
  • Knowledge of TCP/IP and networking.
  • Experience with Splunk.
  • Understanding of Simple Network Management Protocol (SNMP).
  • Familiarity with remote administration via SSH, SNMP, WMI, Powershell.
  • Experience with any technologies listed on the ServiceNow wiki.
  • Strong familiarity with Eclipse IDE.
  • A fundamental understanding of IT Service Management (ITSM), IT Infrastructure Library (ITIL), and/or Configuration Management Database (CMDB).

Additional Information:
ServiceNow is committed to fostering an inclusive and diverse workplace. We welcome candidates from all backgrounds and experiences, as unique perspectives enrich our team. We encourage individuals to apply even if they do not meet every qualification listed.

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.

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