Senior Tech Support Engineer (Performance)

Based in Hyderabad with flexible working options, this position offers an exciting opportunity to join a global leader in cloud-based AI-enhanced technology. The Performance Support Engineer will be a vital member of the ServiceNow Technical Support team, responsible for managing and resolving complex performance and instance availability issues. This role serves as the final escalation point for technical challenges, requiring strong technical expertise and excellent interpersonal skills to engage directly with customers. Additionally, the engineer will mentor junior team members and must be willing to work outside regular business hours, including evenings, weekends, and holidays when necessary.

Key Responsibilities
Manage and resolve the most challenging technical issues related to performance and instance availability within the ServiceNow platform. Act as the last point of escalation within the technical support department, ensuring timely and effective resolution of critical problems. Mentor and guide junior team members across various technologies to build team capability. Develop a deep understanding of the ServiceNow platform quickly to provide expert customer support. Collaborate closely with high-value customer administrators and developers to troubleshoot and resolve issues. Maintain clear and effective communication to articulate complex technical solutions. Demonstrate a strong commitment to quality and exceptional customer service. Work independently and as part of a team to meet organizational goals. Be available to work flexible hours, including evenings, weekends, and holidays as required.

Required Qualifications
Experience in leveraging or critically evaluating AI integration within work processes, decision-making, or problem-solving, including the use of AI-powered tools and automation. Proven ability to troubleshoot complex technical problems effectively. Strong experience with relational databases such as MySQL and Oracle. Proficiency in Java programming. Experience with one or more scripting languages including JavaScript, Python, Perl, Unix Shell, or Windows Shell. Advanced knowledge of Unix/Linux operating systems. Working understanding of web application stack components. Experience diagnosing performance issues, including database tuning and explain plans. Excellent written and verbal communication skills. Ability to manage time efficiently and work with minimal supervision. Basic understanding of networking and system administration principles. Willingness and ability to consistently work outside normal business hours.

Preferred Qualifications and Benefits
Experience writing or debugging object-oriented code, preferably in Java. Familiarity with dynamic HTML technologies such as AJAX, AngularJS, CSS, XML, and XHTML. Deep understanding of JavaScript and advanced object-oriented programming skills. Proficiency with web services (SOAP, REST) and data extraction technologies like JDBC and ODBC. Knowledge of automated bi-directional system integrations. Networking expertise including TCP/IP and SNMP protocols. Experience with Splunk and remote administration tools such as SSH, WMI, and PowerShell. Familiarity with Eclipse IDE and IT service management frameworks like ITSM, ITIL, and CMDB. Exposure to a wide range of ServiceNow integrations as outlined in the company’s integration wiki.

The company embraces a flexible work environment, assigning work personas based on job nature and location. It is an equal opportunity employer committed to diversity and inclusion, providing accommodations to candidates as needed. Employment may be contingent upon export control approvals for positions involving controlled technology.

This role offers the opportunity to contribute to a market-leading platform used by over 8,100 customers worldwide, including 85% of the Fortune 500®, and to be part of a mission-driven organization dedicated to making the world work better for everyone.