Senior Technical Support Engineer (24/7 Shifts and weekend rotations)

ServiceNow; Ireland; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

A global technology leader is seeking a Senior Technical Support Engineer in Ireland. This role involves managing critical technical issues and mentoring junior staff, with a focus on performance and availability of the ServiceNow platform. Ideal candidates should have strong troubleshooting skills, experience with relational databases, and be comfortable working flexible hours, including evenings and weekends.

Qualifications

• Experience with AI integration into work processes.
• Strong experience with relational databases (MySQL, Oracle).
• Willingness to work evenings and weekends.

Responsibilities

• Manage and resolve challenging issues for the technical support team.
• Mentor junior team members in various technologies.
• Focus on Performance and instance availability.

Skills

Troubleshooting

Communication

Customer Service

Teamwork

Problem Solving

Job description

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

It all started in sunny San Diego, California in 2004 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 and mentoring junior team members in various technologies. The role requires quick understanding of the ServiceNow platform, strong interpersonal skills, and the ability to work outside normal hours (evening/weekend shifts, holidays).

To be successful in this role you have:

• Experience with AI integration into work processes, decision-making, or problem-solving.
• Ability to troubleshoot difficult technical issues
• Strong experience with relational databases (e.g., MySQL, Oracle)
• Knowledge of web application components
• Teamwork and independent work skills
• Commitment to quality and customer service
• Excellent communication skills
• Experience working with high-value customers
• Willingness to work evenings and weekends
• Understanding of basic networking and system administration

Preferred but not required skills include:

• Object Oriented programming (Java preferred)
• Web Services (SOAP, REST), Data Extraction Technologies (JDBC, ODBC)
• Networking knowledge (TCP/IP, SNMP)
• Experience with Splunk
• Remote administration (SSH, WMI, Powershell)
• Familiarity with Eclipse IDE
• Knowledge of ITSM, ITIL, CMDB

We offer flexible work arrangements based on role and location. Learn more here.

Equal Opportunity Employer

ServiceNow is committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any protected category. Applicants with arrest or conviction records will be considered in accordance with legal requirements.

Accommodations

If you need a reasonable accommodation during the application process, contact [emailprotected].

Export Control Regulations

Employment may be contingent upon obtaining necessary export licenses if applicable.