Senior Technical Support Engineer

4 weeks ago

Dublin, Ireland Servicenow Full time

Senior Technical Support Engineer - Performance / Platform (24/7 Shifts and weekend rotations)Full-timeEmployee Type: RegularRegion: EMEA - Europe, Middle East and AfricaWork Persona: FlexibleIt all started in sunny San Diego, California in **** 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.Join us as we pursue our purpose to make the world work better for everyone.What you get to do in this role:The Performance Support Engineer will manage and resolve 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 across technologies.The candidate should quickly understand the ServiceNow platform and possess strong interpersonal and technical skills, with the ability to work outside normal hours (evenings/weekends/holidays) as needed.To be successful in this role you have:Experience integrating AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's industry impact.Proven troubleshooting skills for complex technical issuesStrong experience with relational databases (e.g., MySQL, Oracle)Knowledge of web application componentsAbility to work well in a team and independentlyCommitment to quality and customer serviceExcellent communication skills to articulate complex solutionsExperience working with high-value customer administrators and developersWillingness to work evenings and weekendsUnderstanding of basic networking and system administrationPreferred but not required skills include:Experience with Object-Oriented programming (Java preferred)Proficiency with Web Services (SOAP, REST), data extraction technologies (JDBC, ODBC), and system integrationsKnowledge of TCP/IP, networking, Splunk, SNMP, remote administration tools (SSH, WMI, PowerShell)Familiarity with Eclipse IDE and ITSM/ITIL/CMDB conceptsWe value flexibility and trust in our work environment.Work personas are assigned based on role and location.Learn more here.Equal Opportunity EmployerServiceNow is committed to diversity and inclusion.All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.Applicants with arrest or conviction records will be considered as per legal requirements.AccommodationsIf you require accommodations during the application process, please contact (emailprotected).Export Control RegulationsEmployment may be contingent on obtaining export licenses or approvals for positions requiring access to controlled technology, as mandated by law.#J-*****-Ljbffr

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