Staff Reliability Engineer - Performance (Escalations Engineering)

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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

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