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Senior Performance Support Engineer
2 months ago
At ServiceNow, we empower individuals and organizations through our innovative technology solutions. Our commitment to excellence drives us to deliver exceptional service to our clients and communities.
As a member of our dynamic team, you will engage with a group of forward-thinking professionals who share a passion for creativity and problem-solving.
We believe that your best contributions arise when you are at your best, and we strive to create an environment that nurtures your unique abilities. Together, we aim high, supporting one another in achieving both personal and collective aspirations.
Key Responsibilities:
The Senior Performance Support Engineer will play a crucial role in addressing and resolving complex challenges faced by the ServiceNow Technical Support team, with a focus on performance optimization and system availability.
This position serves as the final escalation point within the technical support framework and involves mentoring junior staff across various technologies.
The ideal candidate will quickly familiarize themselves with the ServiceNow platform, as this is a client-facing role that demands both exceptional interpersonal and technical skills. Flexibility to work outside standard business hours, including evenings, weekends, and holidays, is essential.
Qualifications:
To excel in this position, candidates should possess:
- Proven ability to troubleshoot intricate technical issues.
- 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 knowledge of Unix/Linux systems.
- Understanding of web application stack components.
- Experience in diagnosing performance issues (e.g., explain plans, database tuning).
- Ability to collaborate effectively in a team setting while also demonstrating independence.
- Strong dedication to quality and customer satisfaction.
- Excellent written and verbal communication skills to convey solutions for complex technical challenges.
- Ability to engage with high-value customer administrators and developers.
- Exceptional time management capabilities.
- Willingness to work evenings and weekends consistently.
- Basic understanding of networking and system administration.
Preferred Skills:
While not mandatory, the following skills are advantageous:
- Experience in writing or debugging Object-Oriented code (Java preferred).
- Familiarity with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML.
- Advanced object-oriented programming skills (Java strongly preferred).
- Deep understanding of JavaScript.
- Proficiency in web services (SOAP, REST).
- Experience with data extraction technologies (e.g., JDBC, ODBC).
- Knowledge of TCP/IP and networking.
- Experience with monitoring tools like Splunk.
- Understanding of Simple Network Management Protocol (SNMP).
- Experience with remote administration via SSH, SNMP, WMI, Powershell.
Compensation and Benefits:
We offer a competitive compensation package, including base salary, equity (when applicable), variable compensation, and comprehensive benefits. Compensation is influenced by geographic location and individual qualifications.
Our benefits include health plans, flexible spending accounts, a 401(k) plan with company match, employee stock purchase plans, and family leave programs, subject to eligibility requirements.
ServiceNow is an Equal Employment Opportunity Employer, committed to creating an inclusive environment where all individuals are respected and valued.
