ServiceNow · 2 hours ago
Lead Reliability Engineer
12900 Science Drive Suite 100, Orlando, Florida, United States
Full-time
Hybrid
Senior LevelServiceNow is a global market leader in innovative AI-enhanced technology, serving over 8,100 customers. The Lead Reliability Engineer will play a key role in the Customer Support division, focusing on resolving complex technical issues and ensuring customer satisfaction.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Driving successful closure of complex technical issues via collaboration with cross functional teams across the company whilst delivering the highest degree of customer satisfaction
Mix of pro-active work on at risk accounts as well as tactical engagement on critical issues
Diagnosing the entire technology stack, from the front-end to the back-end, to determine where to start troubleshooting an issue
Qualification
Required
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, analyzing 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, WebLogic, WebSphere
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
In addition, the candidate must have experience installing, implementing, or maintaining one (or more) of the following: LDAP/Active Directory; SSO (e.g. SAML, SiteMinder); Email Infrastructure; Web Services (consuming or providing) (SOAP, REST); Data Extraction Technologies (e.g. JDBC, ODBC); Any bi-directional, automated integration between two systems
Preferred
Prior experience of ServiceNow Architecture preferred but not essential as full product training will be provided
Prior experience of Cloud/SaaS software
Knowledge of SQL performance, SQL tuning and optimization, and understanding of Explain Plans for complex queries
Knowledge of Java JDKs and memory management
Fundamental understanding of ITSM, ITIL, or CMDB
Experience administering: Linux/Unix OR Microsoft Windows Server
Working knowledge of the components in a web applications stack (e.g. LAMP, LAMAR, LAMJ, JOLT, WISA)
Working knowledge of F5 Load Balancers
Familiarity with Eclipse IDE + Heapdump analysis
Experience of Firebug, Chrome Developer Tools, Fiddler, etc
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
Founded in 2004
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
Crowdfund Insider
2026-01-17
2026-01-16
Company data provided by crunchbase