Technical Support Engineer

Role Overview:

The Platform & Performance Support Engineer will serve as the final escalation point within the Technical Support team, focusing on performance and system availability issues. This role involves managing and resolving complex technical problems, mentoring junior team members, and delivering excellent customer-facing support. Flexibility to work outside standard business hours (including evenings, weekends, and holidays in a 24x7 rotation) is required.

Job Title: Technical Support Engineer

Location: Dublin, Ireland

Mode: Hybrid

Contract Duration: 11 months

Key Responsibilities:

• Troubleshoot and resolve challenging technical issues related to platform performance and availability.
• Mentor junior technical support staff on various technologies.
• Collaborate closely with customers and internal teams to ensure high-quality service delivery.
• Monitor and improve system performance and availability.
• Participate in after-hours support rotations as needed.

Required Skills & Experience:

• Minimum 5 years of relevant experience troubleshooting complex technical issues.
• Strong knowledge of relational databases such as MySQL and Oracle.
• Proficient in Java and at least one scripting language (JavaScript, Python, Perl, Unix Shell, Windows Shell).
• Advanced Unix/Linux expertise.
• Solid understanding of web application stack components.
• Experience diagnosing performance issues (database tuning, explain plans).
• Ability to work effectively both independently and as part of a team.
• Excellent communication skills, capable of articulating complex solutions clearly.
• Strong commitment to quality and customer service.
• Excellent time management and ability to work flexible shifts, including evenings and weekends.
• Basic networking and system administration knowledge.

Preferred (but not mandatory) Skills:

• Experience with Object-Oriented programming, especially Java.
• Knowledge of dynamic HTML technologies such as AJAX, AngularJS, CSS, XML, XHTML.
• Deep expertise in JavaScript.
• Familiarity with Web Services (SOAP, REST) and data extraction technologies (JDBC, ODBC).
• Networking fundamentals including TCP/IP, SNMP.
• Experience with tools like Splunk, Eclipse IDE.
• Understanding of ITSM, ITIL frameworks, and CMDB concepts.
• Skills in remote administration via SSH, SNMP, WMI, PowerShell.