Senior Performance Support Consultant (Escalations Engineering)

Job Description
TheStaff Engineer, AEErole is a unique opportunity to join the Customer Service and Support team working with some of our largest customers with their toughest performance and scalability challenges. You will be accountable for driving the successful closure of critical escalated technical issues for our most complex and strategically important customers.
As someone who can think outside the box, you will work on a mixture of reactive and proactive engagements where your technical troubleshooting skills in the stack will come to the fore. In addition, your top-notch consulting skills will be put to good use as you will take on the role of “trusted advisor” to help turn a bad situation around and help customers get maximum value from our platform.
We’re looking for the best of the best and the cream of the crop. In return, we offer highly competitive base salaries and benefits including generous vacation allowances, bonus scheme, stock options, and flexible working arrangements. Our inclusive work culture embraces belonging and individuality, collaboration, and customer orientation.
Our customers are our North Star and we are passionate about making them successful!
What you get to do in this role:
You will be partnering with our largest customers &
Internal stakeholders to identify and root cause performance and scalability issues impacting their ServiceNow deployments. Successful hires will get a chance to:
Use problem solving skills along side industry leading tools to holistically analyse ServiceNow instances to identify and remediate resource contention at all layers of the stack
Explore platform Java and JavaScript code to gain a detailed understanding of the behavior of ServiceNow applications
Improve the throughput of Java Virtual Machines (JVMs) by deep diving into memory allocation and garbage collection tuning
Optimize relational database performance by refactoring queries at the application layer or by applying tuning within the database itself
Use extensive lab / test environments to reproduce and root cause issues impacting customer’s ServiceNow deployment(s)
Engage with cross functional teams to highlight identified product defects, assist with implementation of work arounds, or devising long term fixes
Drive improvement from within by creating high quality knowledge articles, developing tooling for use within the support organization, or mentoring and training junior colleagues
Build and deliver compelling presentations to a variety of internal and customer stakeholders acting as a trusted advisor on how they can improve the performance of their ServiceNow deployment and adhere to leading practice guidelines