Job Title: Technical Support Engineer - Performance Location: Orlando, FL 32826 (Hybrid) Duration: 12 Months Contract Start Date: May 26th, 2025Job Description: 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.
What you get to do in this role: 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 inter-personal skills in addition to strong technical skills.
Hiring Manager Notes: What are the top must haves in order to be successful in this role? - 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
- Basic Unix/Linux experience
- Experience diagnosing performance degradation (e.g. explain plans, database tuning)
- Strong teammate with high level of commitment and excellent communication skills
Does this position require to sit onsite? - Yes, must in office Wednesday and Thursday.
Screening Questions (vetting - not expected to be in resume): Technical: - What is your experience coding in Java, JavaScript, Python, SQL, other languages? (More on the understanding of what the code is doing - no delving into custom code or writing code for the customer.)
- What is your experience with Linux? (We run on Linux, so we need to understand and use the commands to manage log files.)
- Java - garbage collection, JVM, heap dump, thread dump. - How do you rate your knowledge on those areas?
- Database tunning - look at explain plans to determine if indexes are needed, SQL tunning. - How comfortable are you with generating SQLXPLAIN plans and using them for SQL tunning purposes?
Non-Technical: - Do you work currently, or have you worked in a customer facing role? Who are/were your users?
What is your process to troubleshoot technical issues? Customer service in general is a very demanding area and even more in the area of Performance. How do you handle stressful situations where you have multiple priority cases that require your attention.
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
- Basic Unix/Linux experience
- 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
- Working knowledge of the components in a web applications stack.
- Ability to analyze java heap dumps as well as thread dumps
- Advanced Unix/Linux experience
- Understanding of remote administration via SSH, SNMP, WMI, PowerShell
- A fundamental understanding of ITSM, ITIL, and/or CMDB