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Senior Performance Support Consultant (Escalations Engineering)

Element AI

Element AI

Customer Service
Santa Clara, CA, USA
Posted on Thursday, July 11, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The Senior Performance Support Consultant (Escalations Engineering) role 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 holiday 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



To be successful in this role you have:

  • 8+ years of progressive experience in technical support, software development, performance load testing or professional services
  • Working knowledge of the components in a web applications stack
  • Experience with one (or more) scripting languages: e.g. JavaScript, Python, Perl, Unix Shell, Windows Powershell etc..
  • Experience with working with (or debugging) Object Oriented code (Java preferred)
  • Working knowledge of one (or more) Relational Database technologies e.g. Oracle / MySQL / SQL Server / PostgreSQL
  • Strong problem-solving, leadership, time management, and critical thinking skills
  • Excellent communication and presentation skills with an aptitude for learning new technologies

Desired Skills

  • Prior experience of ServiceNow Architecture is preferred but not essential as full product training will be provided
  • Performance tuning of databases + SQL query tuning
  • Prior experience of Cloud/SaaS software
  • Knowledge of memory management, including core / heapdump analysis (Java heap dump analysis preferred)
  • Fundamental understanding of ITSM, ITIL, or CMDB
  • Experience administering: Linux/Unix OR Microsoft Windows Server
  • Experience of Firebug, Chrome Developer Tools, Fiddler, etc.
  • "Portugese" speaking is a plus


For positions in the Bay Area, we offer a base pay of $137,500 - $240,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you 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 [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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