Technical Support Engineer - Performance

What you get to do in this role:

The Performance Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on Performance and instance availability. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.

The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Performance Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.

Note: This position requires to be onsite twice a week. Wednesdays and Thursdays are currently prominent but may change.

Hiring Manager Notes:

Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?

Strong SQL/Java/Linux experience.

Ability to troubleshoot technical issues

Strong personal commitment to quality and customer service

Excellent time management and communication skills

What backgrounds/skills can we be more flexible with that can be learned on the job?

Advanced object oriented programming skills

Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)

No direct customer facing experience but really good with communication

ServiceNow Platform experience

What will the interview process look like?

First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions)

Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)

Screening Questions (must be present in resume or attached as a separate doc):

1) Scenario: customer opened a case asking on one of their form they cannot save a record. Upon investigation you found there is a Java array Out of Bound exception where you cannot fix the code. What do you communicate to the customer and what are the steps would you take to help the customer?

2. Customer wanted to delete all the records in a table (any transactional table). What command would you use to help them? Why?

3) Soft Skill: Backlog handling - you have 1 hour left to end your work day and there are 4 cases (below) that required attention in your backlog. What are strategies you would use to handle the work?

P2 - customer just contacted to say issue is affecting their production instance and they need a solution

P2 - customer is frustrated with lack of investigation progress and is pushing for solution

P3 - long running case where customer jus posted questions and expects answers

P4 - new case assigned to you today

To be successful in this role you have:

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 the components in a web applications stack.

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

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

Understanding of basic networking and system administration

The following additional skills are preferred but not required:

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 knowledge

Experience with Splunk

Understanding of Simple Network Management Protocol (SNMP)

Understanding of remote administration via SSH, SNMP, WMI, Powershell

Experience in any of the technologies on this list: (url removed)

Strong Familiarity with Eclipse IDE

A fundamental understanding of ITSM, ITIL, and/or CMDB