Senior Technical Support Engineer

3 weeks ago


Dublin, Dublin City, Ireland ServiceNow Full time
Job Description

What you get to do in this role:

The Technical Support Engineer (TSE) will work on a rotating shift basis. The workweek will span Tuesday through Saturday (Shift 1) for two months and then switch to Sunday through Thursday (Shift 2) for two months. This schedule entails consistent daytime hours, allowing the team to effectively manage technical support tasks while maintaining work-life balance. Work hours will be from 8:00am to 5:00pm.

The Performance Support Engineer will oversee and resolve complex issues for the ServiceNow Technical Support team, focusing on Performance and instance availability. This role involves being the final point of escalation within the technical support department and guiding junior team members on various technologies.

The ideal candidate will quickly grasp the ServiceNow platform. As this position involves direct interaction with customers, strong interpersonal and technical skills are essential.
The Performance Support Engineer must be willing to work outside regular business hours, including evenings, weekends, and holidays as necessary.

Qualifications

To be successful in this role you have:

  • Demonstrated ability to troubleshoot challenging technical issues
  • Solid Experience with relational databases (e.g. MySQL, Oracle)
  • Proficiency in Java
  • Background in scripting languages:
    JavaScript, Python, Perl, Unix Shell, Windows Shell)
  • Advanced Unix/Linux expertise
  • Familiarity with components in a web applications stack
  • Experience diagnosing performance issues (e.g. explain plans, database tuning)
  • Ability to collaborate in a team setting and work autonomously when needed
  • Dedication to quality and customer service
  • Strong written and verbal communication skills for explaining complex technical solutions
  • Capability to engage with customer administrators and developers
  • Effective time management abilities
  • Willingness to work flexible hours including evenings and weekends
  • Understanding of basic networking and system administration

Desired Skills

  • Experience in writing or debugging Object-Oriented code (Java preferred, other relevant technologies acceptable)
  • Proficiency with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
  • Advanced object-oriented programming skills (Java strongly preferred)
  • Thorough understanding of JavaScript
  • Proficiency with Technical Skills including:
    • Web Services (consuming or providing) (SOAP, REST)
    • Data Extraction Technologies (e.g. JDBC, ODBC)
    • Automated integration between systems
  • Knowledge of TCP/IP and Networking
  • Experience with Splunk
  • Understanding of SNMP
  • Familiarity with remote administration via SSH, SNMP, WMI, Powershell
  • Proficiency with Eclipse IDE
  • Basic understanding of ITSM, ITIL, and/or CMDB
Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, gender, sexual orientation, national origin, ancestry, age, disability, gender identity, marital status, veteran status, or any other legally protected category.

At ServiceNow, we prioritize flexibility and trust in our remote work environment. Learn about our work personas: flexible, remote, and required in-office.

If you need assistance with the application process or require an alternative method for applying, please contact us for support.

For roles involving access to technical data subject to export control regulations, ServiceNow may need to obtain export licensing approval from the U.S. Government for certain individuals. Employment is subject to ServiceNow securing any necessary export licenses or approvals.

Kindly be aware that fraudulent job postings are on the rise. Stay informed on how to identify and prevent job scams. Genuine ServiceNow job listings can be found on the ServiceNow Careers site.

From Fortune Media IP Limited. All rights reserved. Used under license.

Fortune and Fortune Media IP Limited do not endorse products or services of ServiceNow.



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