What you get to do in this role:The Staff Performance and Reliability Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow platform. This role will include a mix of pro-active work as well as tactical engagement on critical issues. You will focus on supporting our platform as issues arise. Performance and Reliability Support Engineer is part of the team responsible for stability, reliability and accessibility of customer instances. This role will work with other internal teams to ensure customer instances are performant and have the right capacity to support customer's use cases.This includes being the last point of escalation within the technical support department using his/her experience in software development, systems engineering and networking to proactively prevent repeatable issues.In addition, the Staff Performance and Reliability Support Engineer addresses documentation and coding gaps using his//her knowledge to help other teams and customers to achieve their business goals; and creates mentoring channels to teach other teams across different subject matter areas.The ideal candidate for this position is an engineer with a strong background in database technologies, performance analysis, and strong troubleshooting skills. The candidate must have a passion for chasing issues of complex systems running under dynamic, real-world loads.We are looking for individuals who are able to successfully diagnose the entire technology stack, from the front-end to the backend, to determine where to start troubleshooting an issue. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Staff Performance and Reliability Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.OpportunityThose we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of customers globally. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow. Relocation assistance will be consideredQualificationsTo be successful in this role you have:In order to be successful in this role, we need someone who has:· Demonstrated fluid ability to troubleshoot difficult technical issues· Strong Experience with relational databases (e.g. MySQL, Oracle)· Well-built experience in several development projects coding in Java language· Hands-on experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)· Advanced Unix/Linux experience· Working knowledge of the components in a web applications stack· Experience diagnosing performance degradation (e.g. explain plans, database tuning)· Experience working well in a team environment while also being able to work productively while unsupervised· Strong personal commitment to quality and customer service· Uncompromising attention to detail· Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems· Ability to work with high-value customer administrators and developers· Excellent time management skills· Consistent ability to work evenings and weekends· Monitoring of large and scalable systems, applications and networksCapability· Must have proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking· Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease· Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems· Personal commitment to quality and customer service· Ability to multi-task and efficiently manage case backlog· Should be a team player working efficiently in a collaborative environment· Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, of business processes and customer needs in a timely manner.Desired SkillsThe following additional skills are preferred but not required:· A fundamental understanding of IT service management and the ITIL business process· Exposure to communicating technical issues at different levels of the organization· Fluid experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)· Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML· Advanced object-oriented programming skills (Java strongly preferred).· Deep understanding of JavaScript· Demonstrated proficiency with the following Technical Skills· Web Services (consuming or providing) (SOAP, REST)· Data Extraction Technologies (e.g. JDBC, ODBC)· Any bi-directional, automated integration between two systems· TCP/IP, Networking knowledge· Experience with Splunk· Understanding of Simple Network Management Protocol (SNMP)· Understanding of remote administration via SSH, SNMP, WMI, Powershell· Strong Familiarity with Eclipse IDEThis position requires a Bachelor's degree in Computer Science and a minimum of 4+ years of related experience, as well as fluency in Portuguese, Spanish, and English. Proof of Portuguese language proficiency is preferred. JV20
