Jeremiah Moloney
Dublin
Summary
Seasoned Technical Support Manager with proven track record in managing diverse technical teams. Consistently successful in streamlining processes, improving productivity and enhancing system functionality. Strengths include strong leadership skills, ability to troubleshoot complex technical issues and commitment to customer satisfaction. Known for fostering collaborative work environment that encourages innovation and continuous improvement.
Overview
7
7
years of professional experience
Work History
Technical Support Manager
Eightfold AI
04.2022 - Current
- Hands-on leader managing a globally distributed team of Technical Support Engineers. Combining technical depth with operational leadership to drive excellence in customer support, improve team performance, and deliver scalable processes. Adept at handling complex escalations, developing internal tools, and collaborating across product, engineering, and documentation teams to ensure customer success and platform reliability.
- Reduced backlog of aged support cases from 140 to 60 in under a month through structured triaging, prioritization, and escalation workflows.
- Established incident management protocols, including a shift-based handover system and weekend support model, improving resolution times for priority cases.
- Scaled the support team from 6 to 30, conducting over 80 interviews and leading onboarding and mentorship programs to ensure consistent knowledge ramp-up.
- Partnered with technical writers to improve product documentation, resulting in a 40% drop in question-based cases (25% to 15% of overall volume).
- Managed escalations, ensuring timely resolution of complex technical problems.
- Developed internal tools, including a Chrome extension and a custom dashboard, to automate repetitive tasks and enhance individual engineer productivity.
- Resolved 1,300+ complex support cases via email and live sessions; served as a technical escalation point and coached peers on troubleshooting strategies.
- Enhanced internal knowledge resources by contributing heavily to wiki documentation and establishing better internal information flows.
- Core Competencies: Leadership & Team Development, Technical Troubleshooting & Escalation Handling, Process Automation & Efficiency, Cross-Functional Collaboration, Knowledge Management.
- Implemented training programs to enhance staff knowledge and skills in troubleshooting.
- Collaborated with product teams to improve support documentation and resources.
Senior Technical Support Engineer on Contract
ServiceNow
05.2021 - 03.2022
- Realtime Technical Support for customers using ServiceNow systems.
- Service technical tickets raised by customers and internal colleagues by troubleshooting unexpected behaviours of the ServiceNow platform.
- Answer technical questions about the ServiceNow software and platform.
- Responsible for up to 30+ simultaneous cases. Mainly focused on UX topics including Security - Access Control Lists, Custom Scripting, User Interfaces and Reporting.
- Organise and manage daily stand-ups for colleagues to discuss topics in which they need assistance of both technical and non-technical nature.
- Internally recognised for ability to rapidly build expertise on complex technical topics.
Technical Support Engineer
SAP
07.2018 - 05.2021
- Liaise with both technical and non-technical customer contacts in order to correctly identify customer requirements and deliver maximum value.
- Service delivery methods range from solo delivery to team member to team lead.
- Focused Technical Quality Manager.
- Servicing single customer long term where multiple systems need special attention to ensure the long-term technical stability and business continuity.
- Monitor systems on an ongoing basis to ensure the achievement of expected performance.
- Drive resolution of all issues on the systems, reaching out to the correct contacts on both the SAP and the customer side, in order to ensure that the business is not impacted severely.
- Connect relevant service consultants with customers depending on the specific need of an issue.
- Support service consultant by performing tasks ranging from: ensuring system connections are open, to aiding in system analysis, to finalizing deliverable documentation, in order to ensure engagement success.
- Capacity Management: Assist customers in deciding on the appropriate hardware capacity of their SAP systems for both the application and database tier.
- Greenfield implementation: Discuss the best practices of sizing along with customers' planned system in order to recommend hardware size and guide them through the necessary steps specific to their project.
- Productive sizing: Analyse the current and historic usage of a customer’s system in order to identify whether that system can handle both the current and any future workload. Work with the customer to correctly size their system.
- HANA performance optimization: Deep analysis of a HANA database in order to identify key tasks that a customer could carry out in order to either improve the performance of the database as a whole or specific SQL queries that could run more efficiently.
- HANA Deployment Room: Supporting customers in solving an issue with their HANA database on a case-by-case basis. This involves analysis of the system in order to identify the issue and if possible, recommend a fix, otherwise escalate the ticket to a specific product colleague or to development.
Education
Master of Science - Cybersecurity, Privacy & Trust
South East Technological University
Carlow07-2026
BSc. - Computer Science & Software Engineering
Maynooth University
Maynooth09-2018
Skills
- JavaScript
- Python
- Java
- SQL
- APIs
- JSON/XML
- SAP Netweaver
- SAP HANA
- SAP S/4HANA
- ServiceNow
- Eightfold
- SuccesFactors
- Process automation
- Team leadership
- Cross-functional collaboration
- Incident management
- Customer communications
- Training and mentoring
Timeline
Technical Support Manager
Eightfold AI
04.2022 - Current
Senior Technical Support Engineer on Contract
ServiceNow
05.2021 - 03.2022
Technical Support Engineer
SAP
07.2018 - 05.2021
Master of Science - Cybersecurity, Privacy & Trust
South East Technological University
BSc. - Computer Science & Software Engineering
Maynooth University