Lead Engineer, Account Escalation | 24840

Customer Support Dublin, Ireland


Lead Engineer - Account Escalation Team  


ServiceNow makes work, work better for people.  

We’re one of the world’s fastest growing cloud SaaS companies and revolutionising the world of work.   

Our product, the Now platform is the intuitive, intelligent cloud platform for work that was built with a focus on people. It delivers digital workflows that automate previously manual processes across a whole business ecosystem, from HR, customer service, IT service management, operations, security and more, creating not only a great employee experience but also improving performance and efficiency.    

Who are the Account Escalation Engineering Team? 

A global group of highly skilled engineers working alongside Account Escalation Managers to tackle the most complex technical issues faced by our customers. With senior level visibility both internally and within client organisations this team is crucial in maximising customer satisfaction, maintaining product success, and delivering innovation whilst providing world class service.

As a Lead Engineer you will... 

  • Work on and take ownership of the most complex or crucial technical escalations from our clients.  
  • Partner with other technical and non-technical teams to deliver a united solution to these escalations. 
  • Split your time between pro-active work on ‘at risk’ accounts as well as tactical engagement on critical issues.  
  • Work as part of a global team and potentially travel to US for knowledge sharing.  
  • Successfully diagnose the entire technology stack, from the front-end to the back end, to determine where to start troubleshooting an issue. Interpret technical data to identify trends and resolve system bottlenecks 
  • Work on performance tuning of our web-based applications 
  • Liaise with clients directly and deliver great customer service instilling trust from our clients.  

We are looking for people with these skills to be a Lead Engineer... 

  • Excellent customer service and communication skills, with experience presenting to clients, and the ability to build rapport becoming a trusted advisor. 
  • Experience working with ServiceNow or other SaaS software 
  • Exceptional technical skills with: 
  • Development in client and server-side Javascript or Java 
  • debugging object-oriented code, we use Java 
  • One of J2EE application server such as Tomcat, WebLogic, WebSphere  
  • HTML components such as Ajax, Javascript, DOM, CSS, XML etc 
  • Database knowledge such as MySQL, Oracle or SQL 
  • Preferred technical skills with: 
  • Scripting languages such as JavaScript, Python, Perl, Unix Shell, Windows Shell would be beneficial 
  • Prior experience with ServiceNow architecture  
  • SQL performance, SQL tuning and optimization 
  • Knowledge of Java JDKs and memory management 
  • Knowledge of Eclipse IDE + Headpdump analysis 
  • Experience of Firebug, Chrome Developer Tools, Fiddler, etc 

This is a critical role for the company where you receive full product training, interact with some of our biggest accounts and have the opportunity to travel (10%). 

Unfortunately, we cannot offer visa sponsorship for this position.  



ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or talent.acquisition@servicenow.com for assistance.