Senior Technical Support Engineer

Senior Technical Support Engineer for Moveworks on the ServiceNow platform, providing day-to-day technical support and troubleshooting for an AI driven assistant to enable automation, enterprise search, and workflow execution for large-scale customers.

Responsibilities

• Deliver daily technical support to customers using the AI Assistant platform to enable automation, search, and workflow execution.
• Troubleshoot AI responses, including RAG based retrieval and answer quality.
• Analyze agentic workflows, covering planning, execution, and action failures.
• Debug and validate API integrations with enterprise systems.
• Explain technical concepts clearly to customers and translate complex AI and system behavior into straightforward terms.
• Identify root causes using logs, telemetry data, and monitoring tools such as Kibana and Grafana.
• Document defects clearly and track them in defect management systems.
• Provide timely responses and meet service level agreements.
• Triage tickets and escalate to the appropriate teams, including Customer Success Engineering, Product, and Engineering.
• Assess API failures and integration issues across connected enterprise systems.
• Make configuration changes to optimize the assistant's behavior and align with customer requirements.
• Identify recurring issues and contribute to internal and customer-facing knowledge bases.
• Reproduce, document, and report bugs, outages, and workflow failures clearly.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5 to 8 years of experience in customer-facing technical support or similar roles.
• Experience working with the ServiceNow platform and enterprise integrations.
• Strong understanding of REST APIs and debugging integration issues.
• Experience with automated, bi-directional integrations between systems.
• Ability to distinguish between configuration issues and product limitations through system design concepts.
• Proven troubleshooting and problem-solving skills.
• Ability to analyze logs and monitoring tools such as Kibana and Grafana.
• Strong written communication skills and the ability to simplify complex technical concepts.
• Ability to debug issues across workflows, APIs, and system interactions.
• Experience reproducing, documenting, and communicating bugs effectively.
• Passion for technology with a strong desire to learn and grow.

Technologies

• ServiceNow
• Kibana
• Grafana
• REST APIs
• XML
• JSON
• YAML
• Python
• Git
• Okta
• Workday
• Google Workspace
• Microsoft Active Directory

Benefits

• Health plans
• Flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs
• Equity, when applicable

Nice to Have

• Familiarity with AI/ML systems, especially RAG-based search or conversational AI
• Understanding of agent-based or workflow automation systems
• Familiarity with configuration file formats such as XML, JSON, and YAML
• Experience with logging and observability tools such as Kibana and Grafana
• Basic coding skills, preferably Python
• Knowledge of distributed version control systems, with Git as a plus
• Experience with enterprise IT platforms such as Okta, Workday, Google Workspace, and Microsoft Active Directory