Duration: 11Months Contract (24/7 Operations)
Location: Dublin, Ireland (Hybrid – 3 days onsite)
Role Overview
We are seeking a skilled Technical Support Engineer. This role focuses on supporting mission-critical environments, with a strong emphasis on database troubleshooting, performance analysis, and incident management.
The successful candidate will work in a customer-facing, regulated environment, handling high-severity incidents and collaborating closely with engineering and platform teams to ensure availability, stability, and performance.
Key Responsibilities
Provide advanced technical support for ServiceNow platform issues with a focus on database-related incidents
Investigate and resolve P1/P2 production issues in a high-availability environment
Analyze database performance, identify bottlenecks, and support root cause analysis
Read, interpret, and troubleshoot scripts and platform logic
Use Linux/UNIX commands and shell environments for log analysis and troubleshooting
Communicate clearly and effectively with customers and internal stakeholders during incidents
Maintain strong ownership of issues from identification through resolution
Operate confidently in a regulated and sensitive environment
Required Skills & Experience
Strong, hands-on production experience with enterprise databases
Experience with one or more of the following:
MySQL
Oracle
Other enterprise RDBMS
Proven ability to:
Write and analyze SQL queries
Investigate database-related issues
Understand and diagnose performance bottlenecks
Academic-only database experience will not be considered
Nice to Have
Database tuning and optimization
Background in Site Reliability Engineering (SRE) environments
Scripting / Programming Knowledge
Strong understanding of at least one object-oriented or scripting language:
Python
Other scripting languages
Ability to:
Read and interpret code
Debug and troubleshoot scripts
Understand logic flow and execution paths
Writing code from scratch is not required
Operating Systems & Tools
Comfortable working with:
Shell commands and utilities
Experience using these tools for troubleshooting and log analysis
Excellent communication skills (critical requirement)
Prior experience in customer-facing technical support roles
Calm, mature, and composed under pressure
Strong multitasking ability during critical incidents
High sense of ownership and accountability
Comfortable working in regulated, compliance-driven environments
Experience Benchmark
Relevant technical support experience preferred
May be considered if:
Database experience is strong and hands-on
Candidate demonstrates maturity and enterprise exposure
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