Technical Support Engineer

What are we looking for in our Technical Support Engineer?

San Diego, CA (onsite - Wednesdays and Thursdays, remote - Rest of the days)

12 months contract

$40/h - $46/h, DOE

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 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. 

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.

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.

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

#LI-HP1

Rate/Salary: $40/h - $46/h, DOE