Technical Support Engineer, Perfomance

ServiceNow - Orlando, FL

Full-time - Mid Level

Orlando, FL

Professional, Scientific, and Technical Services

About the position

The Performance Support Engineer will manage and resolve complex issues within the ServiceNow Technical Support team, focusing on performance and instance availability. This role serves as the last point of escalation in the technical support department and involves mentoring junior team members. The position requires strong interpersonal and technical skills, as it is customer-facing and may require working outside of normal business hours, including evenings, weekends, and holidays.

Responsibilities

• Manage and resolve challenging technical issues related to performance and instance availability.
• Serve as the last point of escalation within the technical support department.
• Mentor junior team members in various technologies.
• Communicate effectively with high-value customer administrators and developers.
• Work collaboratively in a team environment and independently when required.

Requirements

• 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 web application stack components.
• Experience diagnosing performance degradation (e.g. explain plans, database tuning).
• Strong personal commitment to quality and customer service.
• Excellent written and verbal communication skills.
• Excellent time management skills.
• Ability to work evenings and weekends as needed.

Nice-to-haves

• Experience writing or debugging Object Oriented code (Java preferred).
• Experience with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML.
• Advanced object-oriented programming skills (Java strongly preferred).
• Deep understanding of JavaScript.
• Proficiency with Web Services (SOAP, REST).
• Familiarity with Data Extraction Technologies (e.g. JDBC, ODBC).
• Experience with bi-directional automated integration between systems.
• Knowledge of TCP/IP and networking.
• Experience with Splunk.
• Understanding of Simple Network Management Protocol (SNMP).
• Experience with remote administration via SSH, SNMP, WMI, Powershell.
• Familiarity with Eclipse IDE.
• Understanding of ITSM, ITIL, and/or CMDB.

Benefits

• Inclusive work environment that values diverse backgrounds and experiences.