Staff Performance and Reliability Support Engineer

Company Description At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description What you get to do in this role**: The Staff Performance and Reliability Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow platform. This role will include a mix of pro-active work as well as tactical engagement on critical issues. You will focus on supporting our platform as issues arise. Performance and Reliability Support Engineer is part of the team responsible for stability, reliability and accessibility of customer instances. This role will work with other internal teams to ensure customer instances are performant and have the right capacity to support customer’s use cases.

This includes being the last point of escalation within the technical support department using his/her experience in software development, systems engineering and networking to proactively prevent repeatable issues.

We are looking for individuals who are able to successfully diagnose the entire technology stack, from the front-end to the backend, to determine where to start troubleshooting an issue. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Staff Performance and Reliability Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.

Opportunity

Qualifications To be successful in this role you have**: In order to be successful in this role, we need someone who has:

• Demonstrated fluid ability to troubleshoot difficult technical issues
• Strong Experience with relational databases (e.g. MySQL, Oracle)
• Well-built experience in several development projects coding in Java language
• Hands-on experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Advanced Unix/Linux experience
• Experience diagnosing performance degradation (e.g. explain plans, database tuning)
• Experience working well in a team environment while also being able to work productively while unsupervised
• Strong personal commitment to quality and customer service
• Uncompromising attention to detail
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Ability to work with high-value customer administrators and developers
• Excellent time management skills
• Consistent ability to work evenings and weekends

Capability

• Must have proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking
• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Personal commitment to quality and customer service
• Ability to multi-task and efficiently manage case backlog
• Should be a team player working efficiently in a collaborative environment
• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, of business processes and customer needs in a timely manner.

Desired Skills

The following additional skills are preferred but not required:

• A fundamental understanding of IT service management and the ITIL business process
• Exposure to communicating technical issues at different levels of the organization
• Fluid experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
• Advanced object-oriented programming skills (Java strongly preferred).
• Deep understanding of JavaScript
• Demonstrated proficiency with 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
• TCP/IP, Networking knowl