Staff Reliability Engineer - Performance (Escalations Engineering)

Staff Reliability Engineer – Performance (Escalations Engineering)

• Full-time
• Employee Type: Regular
• Region: EMEA – Europe, Middle East and Africa
• Work Persona: Flexible

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world cannot wait, and we innovate in ways no one else can for our customers and communities.

By joining ServiceNow, you will be part of an ambitious team of change catalysts 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.

The Staff Reliability Engineer – Performance (Escalations Engineering) role offers a unique opportunity to join the Customer Service and Support team, working with some of our largest customers on their toughest performance and scalability challenges. You will be responsible for driving the successful resolution of critical escalated technical issues for our most complex and strategically important customers.

As an innovative thinker, you will work on both reactive and proactive engagements, utilizing your troubleshooting skills across the technology stack. Additionally, your consulting skills will be essential as you act as a trusted advisor, helping turn challenging situations around and maximizing customer value from our platform.

We seek top-tier candidates and offer competitive salaries, benefits, generous holiday allowances, bonus schemes, stock options, and flexible work arrangements. Our inclusive culture values belonging, individuality, collaboration, and customer focus.

Our customers are our North Star; we are passionate about their success!

What you will do during a typical week:

You will partner with our largest customers and internal teams to identify and resolve performance and scalability issues impacting their ServiceNow deployments. Successful candidates will have the opportunity to:

• Leverage problem-solving skills and industry-leading tools to analyze ServiceNow instances and remediate resource contention at all layers of the stack.
• Enhance JVM throughput by deep diving into memory management and garbage collection tuning.
• Optimize database performance through query refactoring and tuning.
• Reproduce and diagnose issues using extensive lab/test environments.
• Collaborate with cross-functional teams to identify product defects, implement workarounds, or develop long-term solutions.
• Create high-quality knowledge articles, develop support tooling, or mentor junior staff to drive improvements.
• Deliver presentations to internal and customer stakeholders, acting as a trusted advisor on performance optimization and best practices.

To be successful in this role, you should have:

• Experience in integrating AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, or analyzing AI insights.
• 7+ years of experience in technical support, software development, performance testing, or professional services.
• Good knowledge of web application components.
• Experience with debugging object-oriented code, preferably Java.
• Knowledge of relational databases such as Oracle, MySQL, SQL Server, or PostgreSQL.
• Strong problem-solving, leadership, time management, and critical thinking skills.
• Excellent communication and presentation skills with an eagerness to learn new technologies.

Additional preferred skills:

• Experience with ServiceNow architecture, though full training will be provided.
• Database performance tuning and SQL query optimization.
• Experience with Cloud/SaaS platforms.
• Knowledge of memory management, including core/heap dump analysis (Java heap dump analysis preferred).
• Understanding of ITSM, ITIL, or CMDB concepts.
• Familiarity with tools like Firebug, Chrome Developer Tools, Fiddler, etc.

JV20

Not sure if you meet every qualification? We encourage you to apply! We value diversity and unique experiences, which enrich our team. Your willingness to dream big makes you an exceptional candidate.

Our flexible work model adapts to your role—learn more here .

Equal Opportunity Employer

ServiceNow is committed to equal opportunity employment. All qualified applicants will be considered without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any other protected category. We also consider applicants with arrest or conviction records in accordance with legal requirements.

Accommodations

If you require accommodations during the application process, please contact (emailprotected).

Export Control Regulations

Employment may require approval under export control laws, including the U.S. Export Administration Regulations (EAR). All employment is contingent upon obtaining necessary export licenses or approvals.

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