Total 42 site engineer job vacancies in north sydney

What you get to do in this role

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

• The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
• The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Technical Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed. 

What you get to do in this role

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.   As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform.

Specifically, the Technical Support Engineer will be involved in 

• Customer Advocate providing support to users/administrators of our platform.
• Contributing to the growth of best practices for the delivery of support services.
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
• Managing customers' expectations and experience in a way that results in high customer satisfaction.
• Maintaining technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Suggesting and implementing improvements to internal processes and work on technical and non-technical projects.
• Communicating with customers and our teams through case, phone and other digital methods.
• Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintaining impeccable case hygiene and customer related files and records.
• Handling incoming phone calls for existing and new customer issues.

What you get to do in this role:

• The Performance Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on Performance and instance availability. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies. 
  
• The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills.  
The Performance Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.  

What you get to do in this role:   

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

What you get to do in this role:   

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

What you get to do in this role:   

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

This support engineer's SME team is the User Experience Team.

What you get to do in this role:

• Drive immediate relief and provide a sustainable resolution to issues within the ServiceNow platform.
• Use knowledge and experience in software development, application support, systems engineering and networking to proactively prevent issues from reoccurring.
• Drive internal stakeholders and partner teams to improve the reliability, scalability and performance of the infrastructure through improved system design.
• Drive and contribute to a culture of intolerance to manual activity, which results in an automation environment delivering repeatable and scalable response to system issues.

What you get to do in this role

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

This support engineer's SME team is the User Experience Team.

Qualifications

Technical skills that will lead to your success

• Bachelors or higher in Computer Information Systems or equivalent experience in a related field
• Strong experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.
• Strong experience with AngularJS and GraphQL
• Strong experience working in Java or similar backend programming language
• Experience and understanding of Object Oriented Design
• Experience with relational databases such as MySQL, Oracle
• Working knowledge of the components in a web applications stack
• Familiarity with Linux, UNIX or other OS 
• Basic knowledge and understanding of Network terminology. 
• 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
• Must have Bachelor's degree in Computer Science or related field (or equivalent degree and experience)

Desirable Skills and Experience 

• Previous experience working with the ServiceNow platform (Client Scripts, UI Policies/Actions/Pages/Scripts/Macros/Widgets)
• ServiceNow Certifications.
• Experience providing SaaS support 

Why ServiceNow

ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus. 

Professionals we hire will be trained and mentored in the technologies mentioned above as appropriate by our senior staff and will work to support a growing base of customers globally.

We have a generous earning potential and the opportunity to expand your role in the company as we grow.

Work-life balance and well-being are our topmost priorities.

We offer flexible work arrangements. 

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.

What you get to do in this role

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

• The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
• The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Technical Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed. 

What you get to do in this role

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Job Description

What you get to do in this role

• Operate and troubleshoot multi-vendor network to identify and resolve issues quickly.
• Validate problem descriptions and perform detailed problem diagnosis; track and update problems in trouble-ticketing system.
• Perform investigations into functionality that is not working as desired.
• Review, consult and prepare for planned change introduction to production environment.
• Partner with teams to plan and execute software code upgrades and device maintenance.
• Maintain automations to investigate and resolve alerts and issues on the network
• Maintain internal tools to assist with operating the network infrastructure at scale
• Provide feedback to infrastructure architects on design issues or improvements and input into the design process for new initiatives.
• Design and deploy networks based on business and technical requirements.
• Partner with project and program managers to meet overall timelines and resolution of issues.

As an Information Security Engineer, you will be working on a team responsible for architecting, building, and scaling our global cryptographic security infrastructure systems. This role involves working with Security Architecture and ServiceNow product teams to design and deliver secure cryptographic infrastructure at scale.  

What you get to do in this role

• Define, configure, deliver, and operate cryptographic security services across our private and public cloud infrastructure.

• Work with Product and Program management to define and communicate the team's external commitments and roadmap.

• Assess risks, vulnerabilities, and mitigations of existing systems to ensure these systems are highly available, operationally sound, perform at scale, and exceed customer expectations.

• Collaborate with peer teams on complex, global engineering efforts to ensure architecture agreement, resource coordination, and implementation timelines.

• Set and sustain technical standards and best-practices in your domain.

• Work with vendors for cryptographic security services and technologies.

• We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.  

What you get to do in this role:   

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Do you have basic experience with Linux and an interest in learning diagnostics and troubleshooting?

Do you enjoy automating simple, repetitive tasks to make your work easier?

Do you feel a sense of accomplishment when you solve a technical issue, no matter where it is?

If you answered 'yes,' we'd love to hear from you! Click the 'Apply' button, and let's chat about your skills and how we can help you grow.

Want to know more about us?

Now that we've got your attention, keep reading to learn more about the role and our SRE team. We hope it gives you a better sense of who we are and what we're about.

Let’s talk about the role

As a Junior Reliability Engineer in our SRE team, you will:

• Assist in resolving issues within our infrastructure and providing sustainable solutions.
• Work with more experienced engineers to learn best practices in systems engineering, software development, and networking.
• Participate in projects to help improve the reliability and performance of our infrastructure through better system design.
• Contribute to a highly automated environment by supporting initiatives that reduce manual tasks and enhance scalability.

This role is perfect for someone who’s passionate about learning and growing in a collaborative, innovative environment!

Do you have basic experience with Linux and an interest in learning diagnostics and troubleshooting?

Do you enjoy automating simple, repetitive tasks to make your work easier?

Do you feel a sense of accomplishment when you solve a technical issue, no matter where it is?

If you answered 'yes,' we'd love to hear from you! Click the 'Apply' button, and let's chat about your skills and how we can help you grow.

Want to know more about us?

Now that we've got your attention, keep reading to learn more about the role and our SRE team. We hope it gives you a better sense of who we are and what we're about.

Let’s talk about the role

As a Junior Reliability Engineer in our SRE team, you will:

• Assist in resolving issues within our infrastructure and providing sustainable solutions.
• Work with more experienced engineers to learn best practices in systems engineering, software development, and networking.
• Participate in projects to help improve the reliability and performance of our infrastructure through better system design.
• Contribute to a highly automated environment by supporting initiatives that reduce manual tasks and enhance scalability.

This role is perfect for someone who’s passionate about learning and growing in a collaborative, innovative environment!

What you get to do in this role:

• Provide relief and sustainable resolution to issues within our infrastructure.
• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.

What you get to do in this role

• Operate and troubleshoot multi-vendor network to identify and resolve issues quickly.
• Take a lead role in the engagement and mitigation of outage causing events or issues.
• Validate problem descriptions and perform detailed problem diagnosis; track and update problems in trouble-ticketing system.
• Perform non-critical investigations into functionality that is not working as desired.
• Engage deeply in the sustainment function to proactively analyze network parameters such as capacity and availability to ensure issues are fixed before they cause an outage.
• Review, consult and prepare for planned change introduction to production environment.
• Participate in rotating “on call” schedule with other members of the team including weekends.
• Partner with teams to plan and execute software code upgrades and device maintenance.
• Partner with the Site Reliability Engineering (SRE) team to provide mentorship and input on operational process improvements.
• Provide feedback to infrastructure architects on design issues or improvements and input into the design process for new initiatives.
• Design and deploy networks based on business and technical requirements.
• Partner with project and program managers to meet overall timelines and resolution of issues.

The team

The Capacity Management team at ServiceNow drives resource availability to support our private and public cloud infrastructure.  We own the hardware lifecycle through deployment, forecasting, run-state resource management, and hardware retirement for the ServiceNow.

The role 

Your role as a Strategic Capacity Engineer is tasked with reviewing the overall health of our top accounts with the ability to articulate the infrastructure resources required.  This includes current and future hardware requirements, consumption analysis, compliance reviews, and a holistic review of our farm as it pertains to storage and performance.  This role requires a partnership with Sales, Account Executives, Account Managers, Senior Directors, and executive leadership providing analysis, utilization, and summarization of accounts and infrastructure.

What you get to do in this role

• Directly interact with a variety of internal teams providing appropriate capacity for those accounts migrating to or currently residing in our public cloud.
• Conceptualize and assist engineering solutions that automate tasks and processes pertaining to public cloud.
• Proactively analyze and identify opportunities for storage reduction providing advance warning to appropriate teams for remediation.
• Proactively identify and assess infrastructure performance deficiencies.
• Identify technical debt and provide guidance across teams.
• Collaborate with cross functional teams to assess current and future hardware requirements to optimize capacity.
• Provide forecasting analysis for non-standard customer infrastructure requirements.
• Monitor and strategize projected growth and scaling for:
  • Database Storage Utilization and Transaction Load.
  • Concurrent User Load and Burst Demand.
  • Planned and unplanned infrastructure lifecycle.

What you get to do in this role:

• Provide relief and sustainable resolution to issues within our infrastructure.
• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.

What you get to do in this role:

• Strong experience with performance and stress testing tools and approaches for driving realistic customer simulations
• 5+ years of database management and performance tuning  
• 5+ years of experience supporting or testing large scale web-based distributed applications on containers such as Apache/Tomcat, JBoss, Web Logic, and Web Sphere in a Unix environment
• 3+ years of experience developing on a SaaS, PaaS, or Cloud Infrastructure product/solution
• Proven experience with concurrency, multithreading, and distributed system architectures
• Unix skills: including development, navigation, file manipulation, permissions, searching/finding files and text contents, and administrative actions
• Strong problem-solving and analytical skills with an aptitude for learning new technologies
• developing and deploying mission critical software
• Bachelor's degree in Computer Science or Information Systems or equivalent technical discipline, or similar work experience.
• Eagerness to learn everything about the ServiceNow Platform

What you get to do in this role

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

What you get to do in this role

• Design and deploy networks based on business and technical requirements.
• Partner with project and program managers to meet overall timelines and resolution of issues.
• Operate and troubleshoot networks to identify and resolve issues quickly.
• Take a lead role in the engagement and mitigation of outage causing events or issues.
• Validate problem descriptions and perform detailed problem diagnosis; track and update problems in trouble-ticketing system.
• Perform non-critical investigations into functionality that is not working as desired.
• Engage deeply in the sustainment function to proactively analyze network parameters such as capacity and availability to ensure issues are fixed before they cause an outage.
• Review, consult and prepare for planned change introduction to production environment.
• Participate in rotating “on call” schedule with other members of the team including weekends.
• Partner with teams to plan and execute software code upgrades and device maintenance.
• Partner with the Site Reliability Engineering (SRE) team to provide mentorship and input on operational process improvements.
• Provide feedback to infrastructure architects on design issues or improvements and input into the design process for new initiatives.

Sample first 6-month deliverables

• Quickly integrate into the environment and gain a solid understanding of network architecture, organization, and process/procedures.
• Deploy capacity into a datacenter based on demand.
• Participate in incident bridges and serve as the networking engineering resource to troubleshoot and mitigate outages.
• Take ownership of a minimum of two datacenters perform all sustainment engineering functions.
• Partner with the SRE team to identify and solve one network process issue.

Do you

• know Linux in various levels of diagnostics and troubleshooting?
• write code to automate repetitive tasks every time you face repetitive work?
• smile when you solve an issue in Frankfurt from your laptop in Sydney?

Answer 'yes' to these questions and we would like to hear from you. Go ahead, hit the Apply button and let's have a chat about your skills and experiences.

Want to know more about us?

Now that we have set the pace, keep reading if you want to understand more about the role and the SRE team. 

As reliability engineer in the SRE team you will :

• Provide relief and sustainable resolution to issues within our infrastructure.
• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.

Now a bit about the SRE team

The SRE team is a group of highly technical engineers who are tasked with maintaining and developing the reliability, scalability and performance of the ServiceNow infrastructure. The SRE is empowered to drive technical resolutions across the technology stack from hardware through to application and all stops in between. They are also tasked with driving forward the operability of the platform to drive down the number of incidents and to reduce MTTR.

To accomplish this the team combines software development, networking and systems engineering expertise with a strong desire to be challenged by problems of scale and complexity and to make services better for our customers.

What you get to do in this role

• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive initiatives with partner teams to improve the reliability and performance of the infrastructure through improved system design.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.
• Provide relief and sustainable resolution to issues within our infrastructure and application stack
• Drive monitoring and automation initiatives

What you get to do in this role:   

• Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)
• Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.
• Design software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs
• Help design and implement new products and features while also enhancing the existing product suite