Technical Support Engineer

Role overview

This contract position runs for 11 months and supports 24/7 operations from Dublin, Ireland. The work model is hybrid, with three days each week on site. The role is centered on keeping business-critical systems stable, with a strong focus on database troubleshooting, incident handling, and performance investigation.

You will support a customer-facing environment that operates under strict regulatory expectations. The job involves working closely with engineering and platform teams to protect system availability, resolve urgent production issues, and maintain consistent service quality.

Key responsibilities

• Deliver advanced support for ServiceNow platform issues, especially those tied to database incidents.
• Work on urgent P1 and P2 production problems in a high-availability setting.
• Review database behavior, spot performance constraints, and assist with root-cause analysis.
• Read platform scripts and logic carefully to troubleshoot issues effectively.
• Use Linux and UNIX command-line tools, along with shell environments, to inspect logs and diagnose problems.
• Communicate clearly with customers and internal teams throughout incident resolution.
• Take end-to-end ownership of issues from first detection to final closure.
• Operate confidently in sensitive, compliance-focused environments.

Required experience and skills

This position requires strong, practical experience with enterprise-grade databases in production. Academic exposure alone is not enough; the candidate must have handled live database environments and troubleshooting in real-world situations.

• Hands-on production experience with enterprise databases such as MySQL, PostgreSQL, Oracle, or another enterprise RDBMS.
• Ability to write and review SQL queries.
• Experience investigating database-related incidents and performance issues.
• Capability to identify and explain bottlenecks affecting database performance.
• Solid working knowledge of at least one scripting or object-oriented language, such as JavaScript or Python.
• Ability to read code, follow execution flow, and debug scripts, even if building code from scratch is not required.
• Comfort working in Linux or UNIX environments using shell commands and standard utilities.
• Experience with log review and technical troubleshooting through command-line tools.
• Strong customer communication skills and prior exposure to technical support work.
• Calm, dependable, and able to manage several priorities during critical incidents.
• High level of ownership and accountability.
• Comfort in regulated and compliance-driven workplaces.

Preferred background

• Database tuning and optimization experience.
• Performance diagnostics experience.
• Exposure to platform-level performance troubleshooting.
• Background in Site Reliability Engineering environments.

Experience benchmark

Relevant technical support experience is preferred. Candidates may still be considered if they have strong, hands-on database experience and show maturity, reliability, and enterprise-level exposure.

Additional information

This is an 11-month contract role supporting round-the-clock operations. The environment is mission-critical, and strong communication, steadiness under pressure, and accountability are essential.