Technical Support Engineer, Performance

ServiceNow - Orlando, FL

Full-time

Orlando, FL

Professional, Scientific, and Technical Services

About the position

The Performance Support Engineer will manage and resolve complex technical issues for the ServiceNow Technical Support team, focusing on performance and instance availability. This role serves as the last point of escalation within 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.
• Diagnose performance degradation and implement solutions.

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).
• Ability to work well in a team environment and independently.
• Strong commitment to quality and customer service.
• Excellent written and verbal communication skills.
• Excellent time management skills.
• Ability to work evenings and weekends as needed.
• Understanding of basic networking and system administration.

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.
• Experience 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.