Senior Technical Support Engineer, ServiceNow
Performance
$121.5-206.5k
+ Equity for eligible roles
Office located in Santa Clara, CA
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$121.5-206.5k
+ Equity for eligible roles
Office located in Santa Clara, CA
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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
- 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
Desirable
- 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
- Strong Familiarity with Eclipse IDE
- A fundamental understanding of ITSM, ITIL, and/or CMDB
What the job involves
- 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
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company values
- Win as a team
- Innovate and execute
- Stay hungry and humble
- Deliver customer success
Company HQ
Santa Clara, CA
Articles
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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Diversity, Equity & Inclusion at ServiceNow
- Enabling and empowering our people: We use rich learning programmes to equip employees with inclusive mindsets and skills, and we build equitable processes across our entire talent ecosystem
- Engaging our communities and allies: We make space to listen, share openly and engage in respectful dialogue. We extend into our communities through civic engagement, digital literacy and non‑profit support
- Building diverse talent and hiring inclusively: We grow stronger together by developing and advancing individual talent and by improving representation at all levels.
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