Reliability Engineer Escalations Engineering

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

• Service Now is one of the fastest growing enterprise software companies on the planet with a rapidly expanding customer base and cutting‑edge technology. The Account Escalation Engineer (AEE) role is an opportunity to join this highly innovative organisation in a senior position within the Customer Support division. As part of this you will be driving successful closure of complex technical issues via collaboration with cross functional teams across the company whilst delivering the highest degree of customer satisfaction.
• This will involve a mix of pro‑active work on at risk accounts as well as tactical engagement on critical issues. The AEE team is an extremely dynamic environment where unique individuals with deep technical expertise and creative flair come together to help customers realise the true value of our platform. Ideal candidates will be seasoned Customer Support rockstars with significant experience of working with high profile clients ready to super charge their careers or those from a technical Professional Services background looking to try their hand at something a little different.
• We are looking for individuals who are able to successfully diagnose the entire technology stack, from the front‑end to the back‑end, to determine where to start troubleshooting an issue.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analysing AI‑driven insights, or exploring AI's potential impact on the function or industry.
• Be willing to take FULL technical ownership of an issue or problem
• Be naturally inquisitive, nerdy and know how to get to the bottom of an issue
• Have the ability to interpret technical data, identify trends and resolve system bottlenecks
• Be a born troubleshooter with significant experience of Performance Tuning web‑based applications and troubleshooting the technology stack from the front‑end to back‑end
• Is resourceful: works with other SMEs to get the best possible solution while retaining 100% ownership of technical direction
• Have a relentless focus on customer service alongside deep technical expertise
• Have excellent customer‑facing and presentation skills
• Have a passion for learning and sharing knowledge
• Be able to quickly establish a rapport with customers and take the role of "trusted advisor"
• Have a proven ability to maintain a professional demeanor when handling complex user issues
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience working with one J2EE application server e.g. Tomcat, Web Logic, Web Sphere
• Experience working with dynamic HTML components; e.g. AJAX, JavaScript, DOM, CSS, XML, HTML, XHTML
• Experience in one (or more) scripting languages:
  JavaScript, Python, Perl, Unix Shell, Windows Shell
• Development experience in client and server‑side JavaScript or Java (or equivalent)
• Working knowledge in one (or more) Relational Database technologies e.g. Oracle / MySQL / SQL Server
• Strong SQL skills
• Fundamental TCP/IP and basic networking troubleshooting knowledge
• Knowledge of Object Oriented Design

• LDAP/Active Directory; SSO (e.g. SAML, Site Minder)
• Email Infrastructure
• Web Services (consuming or providing) (SOAP, REST)
• Data Extraction Technologies (e.g. JDBC, ODBC)
• Any bi‑directional, automated integration between two systems

• Prior experience of Service Now Architecture preferred but not…