ServiceNow
Enterprise Software
StaffReliabilityEngineer-Performance(EscalationsEngineering)
Neural analysis suggests this role is
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“Staff Reliability Engineer - Performance (Escalations Engineering) at ServiceNow. Skills: Reliability Engineering, Performance Tuning, Escalations Engineering, Troubleshooting. Drive closure of complex technical issues. Engage on critical issues”
Industry & Context.
Troubleshooting; Diagnose issues; Identify trends; Resolve bottlenecks
What They're Looking For.
Must Have
Experience leveraging AI into work processes, Take full technical ownership, Interpret technical data, Troubleshoot performance tuning web applications, Experience writing or debugging Object Oriented code, Experience with one J2EE application server, Experience with dynamic HTML, Experience in one scripting language, Development experience client and server-side JavaScript or Java, Working knowledge in one Relational Database, SQL skills, Fundamental TCP/IP knowledge, Knowledge of Object Oriented Design, Experience installing, implementing, or maintaining LDAP/Active SSO, Experience installing, implementing, or maintaining Email Infrastructure, Experience installing, implementing, or maintaining Web Services, Experience installing, implementing, or maintaining Data Extraction Technologies, Experience installing, implementing, or maintaining bi-directional integration
Nice to Have
ServiceNow Architecture experience, Cloud/SaaS software experience, SQL performance tuning knowledge, Java JDKs and memory management knowledge, ITSM, ITIL, or CMDB understanding, Experience administering Linux/Unix, Experience administering Microsoft Windows Server, F5 Load Balancers working knowledge, Eclipse IDE + Heapdump analysis familiarity, Firebug, Chrome Developer Tools, Fiddler experience
What You'll Do.
Drive closure of complex technical issues
Engage on critical issues
Diagnose entire technology stack
Troubleshoot system bottlenecks
Establish rapport with customers
How You'll Work.
Team & Collaboration
Cross functional teams; Customer-facing skills
Communication Scope
Customer-facing; Presentation skills
Full Job Description
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. ## Qualifications To be successful in this role you have: *
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