Company DescriptionIt 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 DescriptionWho are the Account Escalation Analyst Team? A global group of highly skilled engineers working alongside Account Escalation Managers to tackle the most complex technical issues faced by our customers.
With senior level visibility both internally and within client organizations, this team is crucial in maximizing customer satisfaction, maintaining product success, and delivering innovation whilst providing world-class service.
We are seeking skilled recruits to help focus on the identification and diagnosis of emerging performance issues before they become customer-impacting and to operate as part of the wider team to ensure timely resolution to customer-impacting issues.
As a Senior Reliability Engineer you will... Successfully diagnose the entire technology stack, from the front-end to the back end, to determine where to start troubleshooting an issue.Interpret technical data to identify trends and resolve system bottlenecks.Work on performance tuning of our web-based applications.Liaise with clients directly and deliver great customer service instilling trust from our clients.Work as part of a global team and potentially travel to the US for knowledge sharing.QualificationsWe are looking for people with these skills to be a Senior Engineer... Successful candidates will have at least 7 years' experience in a Technical Support or similar role.
In addition, the ideal candidate will be someone who has:
Demonstrated the ability to troubleshoot complex technical issues.Strong experience with relational databases (e.g.
MySQL, Oracle).Java experience.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 application 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.Nice to have skills: Statistical modelling.Data analysis.Experience of using Big Data/Hadoop.Machine Learning.This is a critical role for the company where you receive full product training and interact with some of our biggest accounts.
Not sure if you meet every qualification?
We still encourage you to apply!
We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths.
Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate! Additional InformationWork Personas We approach our distributed world of work with flexibility and trust.
Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.Learn more here.
Equal Opportunity Employer ServiceNow is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations We strive to create an accessible and inclusive experience for all candidates.
If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact ****** for assistance.
Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S.
Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.
All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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