Staff Reliability Engineer - Performance (Escalations Engineering)

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:

• ServiceNow is one of the fastest growing enterprise software companies on the planet with a rapidly expanding customer base and cutting-edge technology. The Account Escalation Engineer (AEE) role is an opportunity to join this highly innovative organisation in a senior position within the Customer Support division. As part of this you will be driving successful closure of complex technical issues via collaboration with cross functional teams across the company whilst delivering the highest degree of customer satisfaction.
• This will involve a mix of pro-active work on at risk accounts as well as tactical engagement on critical issues. The AEE team is an extremely dynamic environment where unique individuals with deep technical expertise and creative flair come together to help customers realise the true value of our platform. Ideal candidates will be seasoned Customer Support rockstars with significant experience of working with high profile clients ready to super charge their careers or those from a technical Professional Services background looking to try their hand at something a little different.  
• We are looking for individuals who are able to successfully diagnose the entire technology stack, from the front-end to the back-end, to determine where to start troubleshooting an issue.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Be willing to take FULL technical ownership of an issue or problem
• Be naturally inquisitive, nerdy and know how to get to the bottom of an issue
• Have the ability to interpret technical data, identify trends and resolve system bottlenecks
• Be a born troubleshooter with significant experience of Performance Tuning web-based applications and troubleshooting the technology stack from the front-end to back-end
• Is resourceful: works with other SMEs to get the best possible solution while retaining 100% ownership of technical direction
• Have a relentless focus on customer service alongside deep technical expertise
• Have excellent customer-facing and presentation skills
• Have a passion for learning and sharing knowledge
• Be able to quickly establish a rapport with customers and take the role of “trusted advisor”
• Have a proven ability to maintain a professional demeanor when handling complex user issues 
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience working with one J2EE application server e.g. Tomcat, WebLogic, WebSphere
• Experience working with dynamic HTML components; e.g. AJAX, JavaScript, DOM, CSS, XML, HTML, XHTML
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Development experience in client and server-side JavaScript or Java (or equivalent)
• Working knowledge in one (or more) Relational Database technologies e.g. Oracle / MySQL / SQL Server
• Strong SQL skills
• Fundamental TCP/IP and basic networking troubleshooting knowledge
• Knowledge of Object Oriented Design

In addition, the candidate must have experience installing, implementing, or maintaining one (or more) of the following:

• LDAP/Active Directory; SSO (e.g. SAML, SiteMinder)
• Email Infrastructure
• Web Services (consuming or providing) (SOAP, REST)
• Data Extraction Technologies (e.g. JDBC, ODBC)
• Any bi-directional, automated integration between two systems 

Preferred Skills

• Prior experience of ServiceNow Architecture preferred but not essential as full product training will be provided
• Prior experience of Cloud/SaaS software
• Knowledge of SQL performance, SQL tuning and optimization, and understanding of Explain Plans for complex queries
• Knowledge of Java JDKs and memory management
• Fundamental understanding of ITSM, ITIL, or CMDB
• Experience administering: Linux/Unix OR Microsoft Windows Server
• Working knowledge of the components in a web applications stack (e.g. LAMP, LAMAR, LAMJ, JOLT, WISA)
• Working knowledge of F5 Load Balancers
• Familiarity with Eclipse IDE + Heapdump analysis
• Experience of Firebug, Chrome Developer Tools, Fiddler, etc.

 

JV20

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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