Senior Technical Support Engineer

3 weeks ago

Dublin, Dublin City, Ireland ServiceNow Full time
Senior Technical Support Engineer - Performance / Platform (24/7 Shifts and weekend rotations)
  • Full-time
  • Employee Type: Regular
  • Region: EMEA - Europe, Middle East and Africa
  • Work Persona: Flexible

ServiceNow, founded in 2004 in San Diego, California, is a global leader in cloud-based platform solutions, serving over 8,100 customers including 85% of the Fortune 500. Our platform connects people, systems, and processes to enable smarter, faster, and better work practices. Join us to help make the world work better for everyone.

Role Overview:

The Performance Support Engineer manages and resolves complex issues related to Performance and instance availability within the Technical Support team. This role is the final escalation point and involves mentoring junior team members across various technologies. The candidate must quickly understand the ServiceNow platform and possess strong interpersonal and technical skills, with the ability to work outside normal hours, including evenings, weekends, and holidays.

Key Qualifications:

  • Experience integrating AI into workflows, decision-making, or problem-solving, including automation and AI-driven insights.
  • Proven troubleshooting skills for difficult technical issues.
  • Strong experience with relational databases such as MySQL and Oracle.
  • Knowledge of web application components.
  • Ability to work effectively in teams and independently.
  • Commitment to quality and customer service excellence.
  • Excellent communication skills for articulating complex solutions.
  • Experience working with high-value customer administrators and developers.
  • Willingness to work evenings and weekends.
  • Basic understanding of networking and system administration.

Preferred Skills:

  • Object-oriented programming experience, preferably in Java.
  • Proficiency with web services (SOAP, REST), data extraction technologies (JDBC, ODBC), and system integrations.
  • Networking knowledge including TCP/IP and SNMP.
  • Experience with Splunk and remote administration tools.
  • Understanding of ITSM, ITIL, and CMDB concepts.

We support flexible and trust-based work arrangements. Learn more here.

Equal Opportunity Employer:

ServiceNow is committed to diversity and inclusion. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, or other protected categories.

Accommodations:

If you need accommodations during the application process, contact globaltalentss@servicenow.com.

Export Control:

Employment may be contingent on obtaining necessary export licenses for positions with access to controlled technology.

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