Senior Staff Cloud Capacity Engineer

Company 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.

Job Description

NOTE: This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered. 

As a Senior Staff Engineer within Global Cloud Services, you will play a key role in guiding customers through new platforms. You will be responsible for managing greenfield projects, utilizing new technology stacks, and driving the long-term adoption and optimization of new platforms we are building for Data Center customers. This includes collecting requirements, conducting demos, gathering customer and stakeholder feedback, and meeting project milestones across multiple quarters. With a strong focus on technical relationships and strategic consulting, you’ll ensure successful implementation, while leveraging your expertise to engage with both technical and non-technical stakeholders for measurable customer success. 

What you get to do in this role:

• Write and maintain software-defined declarative infrastructure, at scale.
• Create build systems, web services, and automation tools that are thoroughly specified, documented, and testable.
• Research and implement new open-­­­source and commercial tools, technologies and methodologies
• Participate in customer onboarding and activation processes to ensure a smooth and effective transition to our platform.
• Advise customers on best practices and strategies for leveraging our next generation technology to meet their business objectives.
• Identify opportunities for clients to optimize costs, expand the use of solutions, and drive adoption of new features.
• Conduct training sessions, workshops, and knowledge transfer sessions to educate clients on the capabilities and features of our technology.
• Develop and maintain technical documentation, guides, and tutorials to support customers and internal teams.

Qualifications

To be successful in this role you have:

• Bachelor’s degree in computer science, Information Technology, Mathematics, or a related field, or equivalent professional experience.
• Minimum of 10 years of experience in a technical support or professional services role within the technology industry.
• Strong expertise in deploying and operating Kubernetes in lab and production environments.
• Can drive architectural discussions and influence technical decisions to streamline and simplify our infrastructure.
• Will participate in compliance audits and ensure we are proactively meeting controls.
• Can figure things out. You will have documentation and many peers to turn to for help, but your work will touch many interconnected systems and technologies; too many to rely solely on others’ knowledge. To succeed you will need to investigate and discover on your own.
• Is very comfortable building and maintaining Linux-based systems through automated tooling such as (but not limited to) Terraform, Cobbler, Puppet, Ansible, etc.
• Is comfortable with virtualization using both public and private cloud infrastructure technologies such as Microsoft Azure, Amazon EC2, VMWare vSphere, etc.
• Is comfortable designing, authoring, testing, and debugging code in a popular systems language such as Python, Go, Java, or Ruby
• Has a working understanding of related infrastructure concepts such as IP networking, block and file storage, load-balancers, etc.
• Has a working understanding of related internet protocols such as DNS, LDAP, NTP, SMTP, HTTP, etc.
• Is an excellent oral and written communicator.
• Ability to work for extended hours in front of a computer to design, maintain, and troubleshoot computer systems, while ensuring project deadlines and milestones are met.
• This role offers the opportunity to work at the forefront of next generation technology, drive meaningful customer success, and be part of a dynamic and innovative team.

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