Staff Technical Support Engineer - Integrations & Automations (24/7 Shifts and weekend rotations)
Join to apply for the Staff Technical Support Engineer - Integrations & Automations (24/7 Shifts and weekend rotations) role at ServiceNow
What you get to do in this role:
* The Support Engineer is a global technical resource who guides customers during critical issues to ensure timely and effective case resolution. Customer experience is central to daily efforts; support engineering contributes to customer success and to the health of ServiceNow.
* Resolve technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow platform.
* Provide excellent customer support experiences by building trust, showing empathy, and communicating effectively across web, chat, email, case updates, and phone support.
* Understand the ServiceNow platform and core functionalities, using diagnostic tools to isolate issues. Manage and resolve challenging cases, coordinating with additional teams for complex problems. Creative problem solving, collaboration, and flexibility are key.
* Mentor and coach junior team members as part of the role.
* Provide input across business units to drive process and product improvements based on customer-facing issues.
* Must be available to work 24/7 shifts, including nights, weekends, and holiday rotations, to ensure continuous support for integrations and automation systems.
Qualifications and technical skills
* Experience in leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving (e.g., AI-powered tools, automated workflows, AI-driven insights).
* 8+ years of customer-facing technical support experience including a lead role.
* Ability to troubleshoot multiple difficult technical issues with complexity.
* Advanced understanding of JavaScript.
* TCP/IP and networking knowledge.
* Ability to read advanced Java/JavaScript code with exposure to broader infrastructure services, operating systems, hardware, and networking.
* Ability to discuss complex issues with customers and development teams and provide solutions.
* Personal commitment to quality and customer service.
* Effective team player who can also work independently.
* Skilled in understanding and communicating complex technical processes; maintains professionalism when handling challenging user issues.
* Excellent time management skills.
* Consistent ability to work evenings and weekends.
Key Responsibilities
* Notifications & Messaging: Troubleshoot Email Notifications, Email Templates, and Inbound Actions to ensure timely and actionable communication; troubleshoot Push Notifications and SMS within the ServiceNow instance.
* Authentication & Security: Troubleshoot Adaptive Authentication to improve platform security based on user behavior and context; configure and troubleshoot SSO using SAML, OIDC, and related protocols.
* Data Import & Export: Troubleshoot Import Sets, Transform Maps, and Import Runtime Environment for structured data ingestion.
Integrations & Automation
* Troubleshoot integrations using Flow Designer, Integration Hub, and Spokes.
* Expertise on spokes such as:
* IHub Exchange Server Spoke
* Remote Instance Spoke
* Microsoft Directory V2 Spoke
* Resolve issues with ServiceNow Web Services (REST/SOAP) for external system communication.
* Support issues with Microsoft DLP Integration for data loss prevention workflows.
* Expertise in ServiceGraph Connectors for CMDB and external data synchronization.
* Good understanding of ServiceNow SecOps with hands-on experience with Qualys and Tenable integrations.
Preferred Skills
* ServiceNow Certified System Administrator
* ServiceNow Certified Implementation Specialist
Additional Information
Work Personas: ServiceNow uses work personas (flexible, remote, or required in office) based on work nature and location. Eligibility may be determined by distance to the closest ServiceNow office via a third-party service.
Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other protected category. Applicants with arrest or conviction records will be considered as required by law.
Accommodations: We strive for an accessible and inclusive candidate experience. If you require a reasonable accommodation to complete any part of the application process or need an alternative method to apply, please contact globaltalentss@servicenow.com.
Export Control Regulations: Some positions require access to controlled technology subject to EAR. ServiceNow may need export control approvals; employment is contingent on obtaining any required licenses or approvals.
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