Job Description
**Job Summary:** Performance Support Engineer responsible for managing and resolving complex technical issues, mentoring junior team members, and working with customers to ensure high-quality support. Company Description ------------------- At Service Now, 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 Service Now, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. **Job Description:** The Performance Support Engineer will work on a rotating shift pattern basis, with a workweek spanning Tuesday through Saturday (Shift 1) for two months and then switching to Sunday through Thursday (Shift 2) for two months. Work hours will cover 8:00am - 5:00pm. **Key Responsibilities:** * Manage and resolve complex technical issues for the Service Now Technical Support team focusing on Performance and instance availability * Mentor junior team members in various technologies * Work with customers to ensure high-quality support * Collaborate with cross-functional teams to resolve technical issues * Develop and maintain technical documentation and knowledge base articles **Requirements:** * 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 **Desired Skills:** * Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok) * Experience working with dynamic HTML components: AJAX, JavaScript, Angular JS, 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 IDEA + Fundamental understanding of ITSM, ITIL, and/or CMDB