Staff Production Service Engineer

Staff Production Service Engineer

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 — ServiceNow 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.

Job Description

Role overview

Working closely with the Global ServiceNow Team, they will help deliver seamless operational support to German customers. Experienced systems engineer with 6+ years in Linux environments. Skilled in performance tuning, cloud infrastructure, scripting (Bash, Python, etc.), and high availability. Strong problem-solving, communication, and leadership abilities. Key responsibilities include network and system administration, database management, and DevOps operations—ensuring a stable, secure, and scalable infrastructure aligned with evolving business needs.

Role responsibilities:

• Develop tools in Python, bash, and JavaScript to replace manual work and improve customer maintenance experience.
• Drive enhancements and bugfixes for large scale automation projects such as patching, provisioning, and kickstart domains.
• Design and implement procedure to accomplish maintenances where automation and tooling cannot; drive resolution of root causes with internal team members.
• Prepare new ServiceNow products and services for production readiness with design review, feedback to engineering teams, training, and testing.
• Use broad knowledge and experience of systems administration and networking principles to proactively prevent and address incidents while constantly improving documentation.
• Participate in escalations and Root Cause Analysis of issues in both US Federal and global Commercial infrastructures.
• Troubleshoot database backup and restore failures as well as perform database migrations.
• Support operation of a wide variety of infrastructure services including Machine Learning and Prediction, Cloudera Big Data clusters, Kafka and RabbitMQ messaging, database encryption, E-Mail infrastructure at scale, DNS, Puppet, Elasticsearch, F5 BigIP, and more.

Qualifications

To be successful in this role you have:

Strong background in systems architecture and engineering, an understanding of the components of software infrastructure, including hardware platforms, OS, virtualization, application, database, web and application servers. Prior experience in software development/engineering, release management/develops and managing large-scale server infrastructure is highly desirable. Strong Linux expertise is a must.

Other requirements:

• 6+ years' experience building and maintaining Linux-based systems
• 6+ years' experience working on one (or more) Relational Database technologies: MariaDB, Oracle or PostgreSQL.
• Strong problem-solving, leadership, time management, and critical thinking skills.
• Investigate and discover on your own, being self-driven and accountable.
• Strong experience with database/system performance analysis, capacity sizing and optimization
• An in-depth understanding of the technology associated with operating a service or platform in the public or private cloud, including data centers, systems, networks, web applications, and relational databases.
• Familiarity with networking and storage concepts such as routing, IP networking, DNS, load-balancers, block and file storage, etc.
• Is comfortable designing, authoring, testing, and debugging code in a popular systems languages: Bash, Python, Ruby, Perl.
• Solid understanding of database replication/high availability, storage engines, system performance and benchmarking, performance analysis and capacity management
• Familiarity with virtualization and cloud infrastructure technologies.
• Candidate must have excellent communication skills and work well in a collaborative team environment. A CS/EE degree with 6+ years of proven, related experience is required.
• Fluent in German and English (written and verbal).
• Ability to work on-calls if required.
• Ability to travel to our customer site in Germany.

Due to the nature of the role and regulatory requirements for this role, only candidates who are German or EU citizens can be considered.