Technical Support Engineer - Performance : #24-03041 - Akraya, Inc.

We are seeking a highly skilled Performance Support Engineer to manage and resolve complex technical issues, focusing on performance and accessibility of the ServiceNow platform. This role involves direct customer interaction, requiring excellent interpersonal and technical skills, and the ability to mentor junior team members. The candidate should be adaptable, with the ability to rapidly understand the ServiceNow platform and work flexible hours, including evenings, weekends, and holidays as needed. This is a customer-facing position that demands a strong commitment to quality and customer service.

Key Responsibilities:

• Act as the final escalation point for resolving the most challenging technical issues within the technical support department.
• Mentor and guide junior team members in various technologies.
• Rapidly gain understanding and troubleshoot the ServiceNow platform issues.
• Work directly with customers, demonstrating strong interpersonal skills alongside technical expertise.
• Available to work outside of normal business hours and be onsite twice a week.

Must-Have Skills:

• Strong experience with SQL, Java, and Linux.
• Exceptional ability to troubleshoot technical issues.
• Excellent time management and communication skills.

Domain Experience Required:

• Prior experience in technical support roles within the software or IT services industry is preferred, especially with a focus on ServiceNow or similar platforms. Knowledge of relational databases and scripting languages (JavaScript, Python, Perl, Unix Shell, Windows Shell) is highly beneficial.

This position offers an opportunity to tackle high-impact technical challenges, contribute significantly to our team's success, and enhance our customer service excellence in a dynamic and collaborative environment.