Senior Performance Support Engineer | 30975

Global Technical Support Santa Clara, California


Job Title: Senior Performance Engineer - Technical Support

 Location: Santa Clara, California

Who we are:

ServiceNow is the Enterprise Cloud Company that is changing the way people work. Our platform delivers digital workflows that create great experiences and unlock productivity. We are redefining markets and changing the perception of enterprise software. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. Our cloud platform allows enterprises to bring together business strategy, application design and operations in a powerfully simple solution. We’re disruptive. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

We've won awards for being the most innovative company on the planet, named as one of the top companies driving organizational digital transformation and were selected to LinkedIn's Top Companies list for 2019. This gives you a glimpse into our culture and the type of talent we look for.

Due to the success of our products we are experiencing growth in virtually all areas of our organization. To sustain our growth, we are looking for people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in and stand out!

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.  

*The Performance Support Engineer must able to work outside of normal business hours on occasion (weekend shifts, holidays) on a rotational basis.*


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.

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
  • Advanced Unix/Linux experience
  • Ability to analyze java heap dumps as well as thread dumps
  • Working knowledge of the components in a web applications stack.
  • 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
  • Understanding of remote administration via SSH, SNMP, WMI, Powershell
  • A fundamental understanding of ITSM, ITIL, and/or CMDB



We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals with strong aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technologies and talented technologists in the business. We provide competitive compensation, RSU’s, generous benefits and a professional, yet relaxed atmosphere.


ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.