Technical Support Engineer

• 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.
• 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 interpersonal skills in addition to strong technical skills.
• In this role, you will find ways to remediate outages or enhance performance on the ServiceNow platform, utilizing tools like BigData, Splunk, and Grafana to map out metrics and identify trends on transactional throughput, memory, CPU, job processing, and disk utilization.
• Using your database optimization skills, you will directly tune the database, add indexes, maintain tables and data, and understand execution plans to recommend better-formed queries.
• You will review Javascript and Java application code to point out and fix performance concerns.
• You bridge the gap between the customer and the different internal teams (Development, Infrastructure, Networking, Hardware) to reproduce performance issues and find root cause analysis.

Qualifications:

Required Skills

• Strong personal commitment to quality and customer service
• Experience with relational databases (e.g. MySQL, Oracle)
• Java experience- ability to read and understand object oriented design principles and memory management
• Experience in one (or more) scripting languages-
  JavaScript is preferred. Python or Perl-plus
• Advanced Unix/Linux experience
• Ability to analyze java heap dumps as well as thread dumps
• Working knowledge of the components in a web applications stack.
• Experience diagnosing performance degradation (e.g. explain plans, database tuning)
• Strong teammate with high level of commitment and excellent communication skills

Desired Skills

• The following additional skills are preferred but not required:
  • Understanding of Web Services, JDBC, ODBC
  • Understanding of TCP/IP and Networking knowledge
  • Experience with Splunk
  • Understanding of remote administration via SSH, SNMP, WMI, Powershell
  • A fundamental understanding of ITSM, ITIL, and/or CMDB

Education:

• Bachelors (B.E/B.TECH/B.C.A) or Masters (M.E/M.Tech/MCA) degree or equivalent