Lead Reliability Engineer

ServiceNow•Orlando, FL

2h•Hybrid

About The Position

What you get to do in this role: ServiceNow is one of the fastest growing enterprise software companies on the planet with a rapidly expanding customer base and cutting-edge technology. The Account Escalation Engineer (AEE) role is an opportunity to join this highly innovative organisation in a senior position within the Customer Support division. As part of this you will be driving successful closure of complex technical issues via collaboration with cross functional teams across the company whilst delivering the highest degree of customer satisfaction. This will involve a mix of pro-active work on at risk accounts as well as tactical engagement on critical issues. The AEE team is an extremely dynamic environment where unique individuals with deep technical expertise and creative flair come together to help customers realise the true value of our platform. Ideal candidates will be seasoned Customer Support rockstars with significant experience of working with high profile clients ready to super charge their careers or those from a technical Professional Services background looking to try their hand at something a little different. We are looking for individuals who are able to successfully diagnose the entire technology stack, from the front-end to the back-end, to determine where to start troubleshooting an issue.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
Be willing to take FULL technical ownership of an issue or problem
Be naturally inquisitive, nerdy and know how to get to the bottom of an issue
Have the ability to interpret technical data, identify trends and resolve system bottlenecks
Be a born troubleshooter with significant experience of Performance Tuning web-based applications and troubleshooting the technology stack from the front-end to back-end
Is resourceful: works with other SMEs to get the best possible solution while retaining 100% ownership of technical direction
Have a relentless focus on customer service alongside deep technical expertise
Have excellent customer-facing and presentation skills
Have a passion for learning and sharing knowledge
Be able to quickly establish a rapport with customers and take the role of “trusted advisor”
Have a proven ability to maintain a professional demeanor when handling complex user issues
Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
Experience working with one J2EE application server e.g. Tomcat, WebLogic, WebSphere
Experience working with dynamic HTML components; e.g. AJAX, JavaScript, DOM, CSS, XML, HTML, XHTML
Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
Development experience in client and server-side JavaScript or Java (or equivalent)
Working knowledge in one (or more) Relational Database technologies e.g. Oracle / MySQL / SQL Server
Strong SQL skills
Fundamental TCP/IP and basic networking troubleshooting knowledge
Knowledge of Object Oriented Design
In addition, the candidate must have experience installing, implementing, or maintaining one (or more) of the following: LDAP/Active Directory; SSO (e.g. SAML, SiteMinder) Email Infrastructure Web Services (consuming or providing) (SOAP, REST) Data Extraction Technologies (e.g. JDBC, ODBC) Any bi-directional, automated integration between two systems

Nice To Haves

Prior experience of ServiceNow Architecture preferred but not essential as full product training will be provided
Prior experience of Cloud/SaaS software
Knowledge of SQL performance, SQL tuning and optimization, and understanding of Explain Plans for complex queries
Knowledge of Java JDKs and memory management
Fundamental understanding of ITSM, ITIL, or CMDB
Experience administering: Linux/Unix OR Microsoft Windows Server
Working knowledge of the components in a web applications stack (e.g. LAMP, LAMAR, LAMJ, JOLT, WISA)
Working knowledge of F5 Load Balancers
Familiarity with Eclipse IDE + Heapdump analysis
Experience of Firebug, Chrome Developer Tools, Fiddler, etc.