📍 Job Overview

Job Title: Senior Technical Support Engineer (24/7 Shifts and weekend rotations)
Company: ServiceNow
Location: Dublin, Ireland
Job Type: Full-time
Category: Technical Support Engineer
Date Posted: 2025-06-11
Experience Level: Mid-Senior level (5-10 years)
Remote Status: On-site (with flexible hours and weekend rotations)

🚀 Role Summary

Key Responsibilities:
- Manage and resolve complex performance and availability issues for the ServiceNow Technical Support team.
- Serve as the last point of escalation and mentor junior team members.
- Work flexible hours, including evenings, weekends, and holidays as needed.
- Collaborate with customers, administrators, and developers to ensure high-quality service.

📝 Enhancement Note: This role requires a strong technical background in performance diagnosis and a commitment to exceptional customer service, with a focus on working flexible hours to support the team's 24/7 operations.

💻 Primary Responsibilities

Technical Support & Troubleshooting:
- Diagnose and resolve complex performance and availability issues on the ServiceNow platform.
- Collaborate with team members to identify root causes and develop solutions.
- Document troubleshooting steps and share knowledge with the team.
Mentoring & Knowledge Sharing:
- Mentor junior team members and help them develop their technical skills.
- Contribute to the team's knowledge base and ensure consistent service quality.
Customer Interaction:
- Communicate effectively with customers, administrators, and developers to understand and address their needs.
- Provide clear and concise explanations of technical solutions to non-technical stakeholders.
Flexible Working Hours:
- Work outside of normal business hours, including evenings, weekends, and holidays as required.
- Maintain a consistent work-life balance while supporting the team's 24/7 operations.

📝 Enhancement Note: This role requires a strong commitment to working flexible hours to ensure the team can provide 24/7 support to customers. Candidates should be comfortable working evenings, weekends, and holidays as needed.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, IT, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 5-10 years of experience in technical support, with a focus on performance diagnosis and troubleshooting.

Required Skills:

Experience integrating AI into work processes, decision-making, or problem-solving.
Proven ability to troubleshoot difficult technical issues.
Strong experience with relational databases (e.g., MySQL, Oracle).
Proficiency in Java and one or more scripting languages (e.g., JavaScript, Python, Perl, Unix Shell, Windows Shell).
Advanced Unix/Linux experience.
Working knowledge of web applications stack components.
Experience diagnosing performance degradation and database tuning.
Excellent written and verbal communication skills.
Strong personal commitment to quality and customer service.
Ability to work well in a team environment and independently.
Consistent ability to work evenings and weekends.

Preferred Skills:

Experience writing or debugging Object-Oriented code (Java preferred).
Experience working with dynamic HTML components (e.g., AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML).
Advanced Object-Oriented Programming skills (Java strongly preferred).
Deep understanding of JavaScript.
Proficiency in Web Services (SOAP, REST), data extraction technologies (e.g., JDBC, ODBC), and bi-directional automated integration between systems.
TCP/IP and networking knowledge.
Experience with Splunk, Simple Network Management Protocol (SNMP), and remote administration via SSH, SNMP, WMI, PowerShell.
Strong familiarity with Eclipse IDE.
A fundamental understanding of ITSM, ITIL, and/or CMDB.

📝 Enhancement Note: Candidates with a strong background in performance diagnosis, troubleshooting, and customer service are encouraged to apply. Experience integrating AI into work processes is highly desirable, as is a commitment to working flexible hours to support the team's 24/7 operations.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of successfully diagnosing and resolving complex performance issues in a web applications environment.
Showcase projects that highlight your ability to work collaboratively with team members and stakeholders to deliver high-quality solutions.
Include examples of your mentoring and knowledge-sharing efforts, such as blog posts, presentations, or internal documentation.

Technical Documentation:

Provide clear and concise documentation of your troubleshooting processes, including step-by-step guides, screenshots, and any relevant code snippets.
Include any relevant performance metrics, such as response times, throughput, or resource utilization, to demonstrate the impact of your solutions.
Highlight any emerging technologies or innovative approaches you've used to address performance challenges.

📝 Enhancement Note: Given the nature of this role, a strong focus on performance diagnosis and troubleshooting is essential. Candidates should provide clear and concise examples of their technical expertise and ability to collaborate with team members and stakeholders to deliver high-quality solutions.

💵 Compensation & Benefits

Salary Range: €70,000 - €90,000 per year (based on market research for Senior Technical Support Engineers in Dublin, Ireland)

Benefits:

Competitive salary and benefits package.
Flexible working hours and remote work options (with on-site presence required for certain shifts).
Opportunities for professional development and career growth within the organization.
A dynamic and innovative work environment, with a focus on using AI to enhance technology and work processes.

Working Hours: Full-time position with flexible hours, including evenings, weekends, and holidays as required. The role involves rotating shifts to provide 24/7 support to customers.

📝 Enhancement Note: The salary range for this role is based on market research for Senior Technical Support Engineers in Dublin, Ireland. The flexible working hours and remote work options allow for a better work-life balance, while the opportunities for professional development and career growth make this an attractive opportunity for candidates looking to advance their careers in technical support.

🎯 Team & Company Context

Company Culture:

Industry: Enterprise software and cloud computing.
Company Size: Large (8,100+ customers, including 85% of the Fortune 500).
Founded: 2004.
Team Structure: The Technical Support team is organized around specific product areas, with each team consisting of engineers with varying levels of experience. The team follows an on-call rotation to provide 24/7 support to customers.
Development Methodology: Agile, with a focus on continuous improvement and innovation.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: ServiceNow is a global leader in enterprise software and cloud computing, with a strong focus on using AI to enhance technology and work processes. The company's large size and customer base provide ample opportunities for professional development and career growth.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Technical Support Engineer (5-10 years of experience)

Reporting Structure: This role reports directly to the Technical Support Manager and works closely with other senior engineers and team members to ensure high-quality service and knowledge sharing.

Technical Impact: The Senior Technical Support Engineer plays a critical role in maintaining the performance and availability of the ServiceNow platform for customers. Their work directly impacts the user experience and ensures that customers can rely on the platform to support their business operations.

Growth Opportunities:

Technical Growth: As a Senior Technical Support Engineer, you will have the opportunity to develop your technical skills and expertise in performance diagnosis and troubleshooting. You will also have the chance to mentor junior team members and contribute to the team's knowledge base.
Leadership Growth: With experience and proven performance, you may have the opportunity to take on a leadership role within the Technical Support team or move into a more senior position within the organization.
Product Growth: As ServiceNow continues to innovate and expand its product offerings, there will be opportunities to work on new projects and technologies, further developing your skills and expertise.

📝 Enhancement Note: This role offers significant opportunities for professional development and career growth within the Technical Support team and the broader organization. Candidates with a strong technical background and a commitment to exceptional customer service are encouraged to apply.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on innovation and creativity.

Office Location(s): Dawson 60 Dawson Street, Dublin, Ireland.

Workspace Context:

Collaborative Environment: The workspace is designed to encourage collaboration and knowledge sharing among team members, with open-plan offices and dedicated team spaces.
Development Tools: The team uses a range of development tools, including Eclipse IDE, and has access to multiple monitors and testing devices to support their work.
Work-Life Balance: The flexible working hours and remote work options allow for a better work-life balance, while the on-site presence required for certain shifts ensures that team members have the opportunity to connect and collaborate with one another.

Work Schedule: Full-time position with flexible hours, including evenings, weekends, and holidays as required. The role involves rotating shifts to provide 24/7 support to customers.

📝 Enhancement Note: The modern, collaborative workspace at ServiceNow is designed to support the team's focus on innovation and creativity. The flexible working hours and remote work options allow for a better work-life balance, while the on-site presence required for certain shifts ensures that team members have the opportunity to connect and collaborate with one another.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your experience and fit for the role. Be prepared to discuss your technical background and any relevant projects or achievements.
Technical Assessment: A hands-on technical assessment to evaluate your performance diagnosis and troubleshooting skills. You may be asked to diagnose and resolve complex performance issues in a simulated environment.
Behavioral Interview: A conversation with the hiring manager to discuss your problem-solving skills, customer service experience, and fit for the role. Be prepared to provide specific examples of your technical expertise and ability to work collaboratively with team members and stakeholders.
Final Interview: A final conversation with the hiring manager and other team members to discuss your fit for the role and any remaining questions you may have.

Portfolio Review Tips:

Highlight your technical expertise and ability to diagnose and resolve complex performance issues in a web applications environment.
Include examples of your mentoring and knowledge-sharing efforts, such as blog posts, presentations, or internal documentation.
Showcase your ability to work collaboratively with team members and stakeholders to deliver high-quality solutions.

Technical Challenge Preparation:

Brush up on your performance diagnosis and troubleshooting skills, with a focus on web applications and relational databases.
Familiarize yourself with the ServiceNow platform and any relevant technologies or tools.
Prepare for a hands-on technical assessment by practicing common troubleshooting scenarios and developing your problem-solving skills.

ATS Keywords: (Relevant web development and server administration keywords are integrated throughout the job description)

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

HTML, CSS, JavaScript, and related web technologies (e.g., AJAX, AngularJS, XML, XHTML) are used to develop and maintain the user interface and user experience of the ServiceNow platform.

Backend & Server Technologies:

Java is the primary programming language used to develop and maintain the ServiceNow platform.
Relational databases (e.g., MySQL, Oracle) are used to store and manage data within the platform.
The platform is built on a scalable, high-performance architecture that ensures the availability and performance of customer instances.

Development & DevOps Tools:

Eclipse IDE is used for development and debugging.
Version control systems (e.g., Git) are used to manage and track changes to the codebase.
Continuous Integration/Continuous Deployment (CI/CD) pipelines are used to automate the deployment and testing of new features and updates.
Monitoring tools (e.g., Splunk) are used to track the performance and availability of customer instances.

📝 Enhancement Note: The technology stack for this role is focused on the ServiceNow platform, which is built on a scalable, high-performance architecture that ensures the availability and performance of customer instances. Candidates should have a strong background in performance diagnosis and troubleshooting, with experience working with web applications and relational databases.

👥 Team Culture & Values

Web Development Values:

Customer Focus: A strong commitment to understanding and addressing customer needs and expectations.
Innovation: A dedication to continuous improvement and the pursuit of new and better ways to work.
Collaboration: A commitment to working collaboratively with team members and stakeholders to deliver high-quality solutions.
Quality: A focus on delivering high-quality solutions that meet or exceed customer expectations.

Collaboration Style:

Cross-Functional Integration: The Technical Support team works closely with other teams within the organization, including Product, Engineering, and Sales, to ensure that customer needs are met and that the platform continues to evolve and improve.
Code Review Culture: The team follows a code review process to ensure the quality and consistency of the codebase.
Knowledge Sharing: The team encourages knowledge sharing and mentoring, with regular team meetings and one-on-one sessions to discuss technical expertise and career development.

📝 Enhancement Note: The Technical Support team at ServiceNow is committed to delivering high-quality solutions that meet or exceed customer expectations. The team's focus on collaboration, knowledge sharing, and continuous improvement ensures that customers receive the support they need to succeed.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Performance Diagnosis: Identifying and resolving complex performance issues in a web applications environment can be challenging and time-consuming. Candidates should have a strong background in performance diagnosis and troubleshooting, with experience working with web applications and relational databases.
Customer Expectations: Customers expect high-quality service and support, with minimal downtime and maximum performance. The Senior Technical Support Engineer must be able to manage customer expectations and communicate effectively with customers, administrators, and developers.
Emerging Technologies: As ServiceNow continues to innovate and expand its product offerings, the Senior Technical Support Engineer may be required to work with new and emerging technologies. Candidates should be comfortable learning new technologies and adapting to change.

Learning & Development Opportunities:

Technical Skill Development: The Senior Technical Support Engineer will have the opportunity to develop their technical skills and expertise in performance diagnosis and troubleshooting. They will also have the chance to mentor junior team members and contribute to the team's knowledge base.
Leadership Development: With experience and proven performance, the Senior Technical Support Engineer may have the opportunity to take on a leadership role within the Technical Support team or move into a more senior position within the organization.
Product Development: As ServiceNow continues to innovate and expand its product offerings, the Senior Technical Support Engineer may have the opportunity to work on new projects and technologies, further developing their skills and expertise.

📝 Enhancement Note: The Senior Technical Support Engineer role at ServiceNow offers significant opportunities for professional development and career growth. Candidates with a strong technical background and a commitment to exceptional customer service are encouraged to apply.

💡 Interview Preparation

Technical Questions:

Performance Diagnosis: Be prepared to discuss your experience diagnosing and resolving complex performance issues in a web applications environment. Provide specific examples of your technical expertise and problem-solving skills.
Customer Service: Be prepared to discuss your experience providing high-quality service and support to customers. Provide specific examples of your ability to communicate effectively with customers, administrators, and developers.
Problem-Solving: Be prepared to discuss your problem-solving skills and ability to work collaboratively with team members and stakeholders to deliver high-quality solutions. Provide specific examples of your technical expertise and ability to adapt to new and emerging technologies.

Company & Culture Questions:

Company Culture: Be prepared to discuss your understanding of ServiceNow's company culture and values. Research the company's mission, vision, and commitment to innovation and customer service.
Team Dynamics: Be prepared to discuss your ability to work collaboratively with team members and stakeholders to deliver high-quality solutions. Provide specific examples of your experience working in a team environment and your ability to adapt to new and emerging technologies.
Customer Focus: Be prepared to discuss your commitment to understanding and addressing customer needs and expectations. Provide specific examples of your experience working with customers and your ability to communicate effectively with customers, administrators, and developers.

Portfolio Presentation Strategy:

Technical Expertise: Highlight your technical expertise and ability to diagnose and resolve complex performance issues in a web applications environment. Include specific examples of your problem-solving skills and ability to adapt to new and emerging technologies.
Customer Service: Showcase your ability to communicate effectively with customers, administrators, and developers. Provide specific examples of your experience providing high-quality service and support to customers.
Collaboration: Demonstrate your ability to work collaboratively with team members and stakeholders to deliver high-quality solutions. Include specific examples of your experience working in a team environment and your ability to adapt to new and emerging technologies.

📝 Enhancement Note: The interview process for the Senior Technical Support Engineer role at ServiceNow is designed to evaluate your technical expertise, problem-solving skills, and ability to work collaboratively with team members and stakeholders. Candidates should be prepared to discuss their experience diagnosing and resolving complex performance issues in a web applications environment and their commitment to exceptional customer service.

📌 Application Steps

To apply for this Senior Technical Support Engineer position at ServiceNow:

Customize Your Application: Tailor your resume and cover letter to highlight your technical expertise and problem-solving skills, with a focus on performance diagnosis and troubleshooting in a web applications environment. Include specific examples of your experience working with customers and your ability to communicate effectively with customers, administrators, and developers.
Prepare for Phone Screen: Brush up on your technical background and any relevant projects or achievements. Be prepared to discuss your fit for the role and your ability to work collaboratively with team members and stakeholders.
Practice Technical Assessment: Familiarize yourself with the ServiceNow platform and any relevant technologies or tools. Practice common troubleshooting scenarios and develop your problem-solving skills to ensure you are prepared for the hands-on technical assessment.
Research the Company: Learn about ServiceNow's mission, vision, and commitment to innovation and customer service. Understand the company's culture and values, and be prepared to discuss your fit for the role and your commitment to exceptional customer service.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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