Senior CS Performance Engineer
Onsite
Sydney, Australia
Sydney, Australia
Full Time Posted a month ago
Job Type
Full Time
Job Details
Job Description What you get to do in this role The CS Performance Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow. In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support. Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success. Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. Qualifications To be considered for this role, the hiring team is after someone with
- Good experience with relational databases (e.g. MySQL, Oracle). Experience needed includes effectively querying tables, indexing, managing data/data manipulation and proven demonstrable ability to tune SQL queries
- Good experience administering Linux/Unix OR Microsoft Server
- Good experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
- Good experience using terminal to review large log files, search for patterns, identify issues and manipulate output
- Demonstrated ability to troubleshoot difficult technical issues
- Working knowledge of the components in a web applications stack
- Bachelor's degree in Computer Science or related field required (or equivalent degree and experience)
- 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
- Strong Familiarity and good experience with Eclipse IDE and code debugging
- Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
- Excellent verbal and written communication skills in English, additional languages advantageous
- Works well in a team environment
- Strong personal commitment to quality and customer service
- Ability to understand and communicate complex technical systems
- Proven ability to maintain a professional demeanour when handling complex user issues
- Previous experience with ServiceNow Platform, completion of ServiceNow Fundamentals
- A fundamental understanding of ITSM, ITIL, or CMDB
- Experience troubleshooting and optimising web application performance
- Previous experience in software development(or) software consulting
- Experience supporting and troubleshooting e-commerce applications with catalogue, shopping cart, merchandising and payment handling is highly desirable.
- Experience providing SaaS support is desirable
- The ideal candidate is a university graduate and has at least 3-5 years of relevant experience
Learn more about ServiceNow
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