What are the responsibilities and job description for the Technical Support Engineer - Performance position at HonorVet Technologies?
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 and mentoring junior team members in the various technologies.
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 (evening/weekend shifts, holidays) as needed.
Note: This position requires to be onsite twice a week. Wednesdays and Thursdays are currently prominent but may change.
Hiring Manager Notes:
Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?
Strong SQL/Java/Linux experience.
Ability to troubleshoot technical issues
Strong personal commitment to quality and customer service
Excellent time management and communication skills
What backgrounds/skills can we be more flexible with that can be learned on the job?
Advanced object oriented programming skills
Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
No direct customer facing experience but really good with communication
ServiceNow Platform experience
What will the interview process look like?
First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions)
Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)
Screening Questions (must be present in resume or attached as a separate doc):
1) Scenario: customer opened a case asking on one of their form they cannot save a record. Upon investigation you found there is a Java array Out of Bound exception where you cannot fix the code. What do you communicate to the customer and what are the steps would you take to help the customer?
2. Customer wanted to delete all the records in a table (any transactional table). What command would you use to help them? Why?
3) Soft Skill: Backlog handling - you have 1 hour left to end your work day and there are 4 cases (below) that required attention in your backlog. What are strategies you would use to handle the work?
P2 - customer just contacted to say issue is affecting their production instance and they need a solution
P2 - customer is frustrated with lack of investigation progress and is pushing for solution
P3 - long running case where customer jus posted questions and expects answers
P4 - new case assigned to you today
To be successful in this role you have:
Demonstrated ability to troubleshoot difficult 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 applications 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
Strong personal commitment to quality and customer service
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
Ability to work with high-value customer administrators and developers
Excellent time management skills
Consistent ability to work evenings and weekends
Understanding of basic networking and system administration
The following additional skills are preferred but not required:
Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
Advanced object oriented programming skills (Java strongly preferred).
Deep understanding of JavaScript
Demonstrated proficiency with the following Technical Skills:
Web Services (consuming or providing) (SOAP, REST)
Data Extraction Technologies (e.g. JDBC, ODBC)
Any bi-directional, automated integration between two systems
TCP/IP, Networking knowledge
Experience with Splunk
Understanding of Simple Network Management Protocol (SNMP)
Understanding of remote administration via SSH, SNMP, WMI, Powershell
Experience in any of the technologies on this list: http://wiki.service-now.com/index.php?title=List_of_Available_Integrations
Strong Familiarity with Eclipse IDE
A fundamental understanding of ITSM, ITIL, and/or CMDB
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 and mentoring junior team members in the various technologies.
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 (evening/weekend shifts, holidays) as needed.
Note: This position requires to be onsite twice a week. Wednesdays and Thursdays are currently prominent but may change.
Hiring Manager Notes:
Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?
Strong SQL/Java/Linux experience.
Ability to troubleshoot technical issues
Strong personal commitment to quality and customer service
Excellent time management and communication skills
What backgrounds/skills can we be more flexible with that can be learned on the job?
Advanced object oriented programming skills
Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
No direct customer facing experience but really good with communication
ServiceNow Platform experience
What will the interview process look like?
First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions)
Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)
Screening Questions (must be present in resume or attached as a separate doc):
1) Scenario: customer opened a case asking on one of their form they cannot save a record. Upon investigation you found there is a Java array Out of Bound exception where you cannot fix the code. What do you communicate to the customer and what are the steps would you take to help the customer?
2. Customer wanted to delete all the records in a table (any transactional table). What command would you use to help them? Why?
3) Soft Skill: Backlog handling - you have 1 hour left to end your work day and there are 4 cases (below) that required attention in your backlog. What are strategies you would use to handle the work?
P2 - customer just contacted to say issue is affecting their production instance and they need a solution
P2 - customer is frustrated with lack of investigation progress and is pushing for solution
P3 - long running case where customer jus posted questions and expects answers
P4 - new case assigned to you today
To be successful in this role you have:
Demonstrated ability to troubleshoot difficult 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 applications 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
Strong personal commitment to quality and customer service
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
Ability to work with high-value customer administrators and developers
Excellent time management skills
Consistent ability to work evenings and weekends
Understanding of basic networking and system administration
The following additional skills are preferred but not required:
Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
Advanced object oriented programming skills (Java strongly preferred).
Deep understanding of JavaScript
Demonstrated proficiency with the following Technical Skills:
Web Services (consuming or providing) (SOAP, REST)
Data Extraction Technologies (e.g. JDBC, ODBC)
Any bi-directional, automated integration between two systems
TCP/IP, Networking knowledge
Experience with Splunk
Understanding of Simple Network Management Protocol (SNMP)
Understanding of remote administration via SSH, SNMP, WMI, Powershell
Experience in any of the technologies on this list: http://wiki.service-now.com/index.php?title=List_of_Available_Integrations
Strong Familiarity with Eclipse IDE
A fundamental understanding of ITSM, ITIL, and/or CMDB
