Senior CS Performance 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. 

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role

The CS Performance Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Qualifications

To be considered for this role, the hiring team is after someone with 

• Good experience with relational databases (e.g. MySQL, Oracle). Experience needed includes effectively querying tables, indexing, managing data/data manipulation and proven demonstrable ability to tune SQL queries
• Good experience administering Linux/Unix OR Microsoft Server
• Good experience in one (or more) scripting languages:  JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Good experience using terminal to review large log files, search for patterns, identify issues and manipulate output
• Demonstrated ability to troubleshoot difficult technical issues
• Working knowledge of the components in a web applications stack
• Bachelor's degree in Computer Science or related field required (or equivalent degree and experience)
• 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
• Strong Familiarity and good experience with Eclipse IDE and code debugging
• Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Excellent verbal and written communication skills in English, additional languages advantageous
• Works well in a team environment
• Strong personal commitment to quality and customer service
• Ability to understand and communicate complex technical systems
• Proven ability to maintain a professional demeanour when handling complex user issues

Desirable Skills and Experience

• Previous experience with ServiceNow Platform, completion of ServiceNow Fundamentals
• A fundamental understanding of ITSM, ITIL, or CMDB
• Experience troubleshooting and optimising web application performance
• Previous experience in software development(or) software consulting
• Experience supporting and troubleshooting e-commerce applications with catalogue, shopping cart, merchandising and payment handling is highly desirable.
• Experience providing SaaS support is desirable
• The ideal candidate is a university graduate and has at least 3-5 years of relevant experience

Why ServiceNow

ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus. 

Work-life balance and well-being are our topmost priorities.

We offer flexible work arrangements. 

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

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