ServiceNow Logo

ServiceNow

Technical Support Engineer - Employee & Customer Management (ECM)

Posted 7 Hours Ago
Be an Early Applicant
Remote
Hybrid
Hiring Remotely in Dublin
Mid level
Remote
Hybrid
Hiring Remotely in Dublin
Mid level
The Technical Support Engineer resolves technical issues for customers, provides support via multiple communication channels, and collaborates with teams to improve processes.
The summary above was generated by AI
Company Description
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. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you get to do in this role:
In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.
Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.
Qualifications
Qualifications and technical skills that will lead to success:
  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
  • 2-4+ years customer facing technical support experience
  • Ability to troubleshoot difficult technical issues with ease and complexity
  • Ability to read basic Java/JavaScript code
  • Personal commitment to quality and customer service
  • Demonstrated ability to troubleshoot difficult technical issues
  • Working knowledge of the components in a web applications stack
  • Experience in one (or more) of the following: JavaScript, CSS, HTML, XML
  • Good experience writing or debugging JavaScript (or other object orientated languages)
  • Good experience in using browser debug tools, i.e. F11 tools in IE, Firebug, Chrome developer tools, etc.
  • Excellent verbal and written communication skills
  • Works well in a team environment
  • Strong personal commitment to quality and customer service
  • Ability to understand and communicate complex issues and technical processes
  • Proven ability to maintain a professional demeanor when handling complex user issues and dealing with customers

Optional Skills:
  • A fundamental understanding of ITSM, ITIL, or CMDB
  • Experience in one (or more) of the following: UNIX Shell, AJAX, ReactJS, GraphQL, Angular
  • Basic experience administering: Linux/UNIX OR Microsoft Server

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment 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 category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Top Skills

AI
Ajax
Angular
CSS
GraphQL
HTML
Java
JavaScript
React
Unix Shell
XML

ServiceNow Dublin, Dublin, IRL Office

60 Dawson St Dublin, D02 K330, Dublin, Ireland, D02 K330

Similar Jobs at ServiceNow

7 Hours Ago
Remote
Hybrid
Dublin, IRL
Senior level
Senior level
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
The role involves resolving critical technical issues for customers using ServiceNow, optimizing performance, and acting as a trusted advisor while collaborating with cross-functional teams.
Top Skills: JavaJavaScriptMySQLOraclePerlPostgresPythonSQL ServerUnix ShellWindows Powershell
2 Days Ago
Remote
Hybrid
Dublin, IRL
Senior level
Senior level
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Help customers accelerate their adoption of ServiceNow products through technical accelerators, offering expertise in integration and process improvement.
Top Skills: AIHTMLJavaScriptLdapMlSAMLServicenowSsoWeb ServicesXML
3 Days Ago
Remote
Hybrid
Dublin, IRL
Senior level
Senior level
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Manage technical support teams, oversee KPIs, lead customer escalations, integrate AI into support processes, and ensure exceptional customer care.
Top Skills: Ai-Powered ToolsWeb-Based Service Technology

What you need to know about the Dublin Tech Scene

From Bono and Oscar Wilde to today's tech leaders, Dublin has always attracted trailblazers, with more than 70,000 people working in the city's expanding digital sector. Continuing its legacy of drawing pioneers, the city is advancing rapidly. Ireland is now ranked as one of the top tech clusters in the region and the number one destination for digital companies, with the highest hiring intention of any region across all sectors.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account