Senior Technical Support Engineer (24/7 Shifts and weekend rotations)

<h3>Company Description</h3><p>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.</p><h3>Job Description</h3><p><strong>What you get to do in this role:</strong></p><ul><li>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. <br/> <br/> The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. 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.  </li></ul><h3>Qualifications</h3><p><strong>To be successful in this role you have:</strong></p><p>In order to be successful in this role, we need someone who has:</p><ul><li>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.</li><li>Demonstrated ability to troubleshoot difficult technical issues</li><li>Strong Experience with relational databases (e.g. MySQL, Oracle)</li><li>Java experience</li><li>Experience in one (or more) scripting languages: 
JavaScript, Python, Perl, Unix Shell, Windows Shell)</li><li>Advanced Unix/Linux experience</li><li>Working knowledge of the components in a web applications stack.</li><li>Experience diagnosing performance degradation (e.g. explain plans, database tuning)</li><li>Experience working well in a team environment while also being able to work productively while unsupervised</li><li>Strong personal commitment to quality and customer service</li><li>Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems</li><li>Ability to work with high-value customer administrators and developers</li><li>Excellent time management skills</li><li>Consistent ability to work evenings and weekends</li><li>Understanding of basic networking and system administration</li></ul><p><strong>Desired Skills</strong></p><p>The following additional skills are preferred but not required:</p><ul><li>Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)</li><li>Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML</li><li>Advanced object oriented programming skills (Java strongly preferred).</li><li>Deep understanding of JavaScript</li><li>Demonstrated proficiency with the following Technical Skills<ul><li>Web Services (consuming or providing) (SOAP, REST)</li><li>Data Extraction Technologies (e.g. JDBC, ODBC)</li><li>Any bi-directional, automated integration between two systems</li></ul></li><li>TCP/IP, Networking knowledge</li><li>Experience with Splunk</li><li>Understanding of Simple Network Management Protocol (SNMP)</li><li>Understanding of remote administration via SSH, SNMP, WMI, Powershell</li><li>Strong Familiarity with Eclipse IDE</li><li>A fundamental understanding of ITSM, ITIL, and/or CMDB</li></ul><p> </p><h3>Additional Information</h3><p><strong>Work Personas</strong></p><p>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. <a href="https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf"><u>Learn more here</u></a>.</p><p><strong>Equal Opportunity Employer</strong></p><p>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 f