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Moveworks, now part of ServiceNow, is seeking a Technical Support Engineer to join the team supporting the Moveworks AI Assistant platform. This role sits at the intersection of understanding a sophisticated AI-driven product and communicating its behavior and value to a growing customer base.
The platform enables users to find answers and automate tasks end-to-end through AI agents that reason, plan, and execute actions across enterprise systems. Customer questions range from configuration guidance to deeper investigations into AI behavior, integrations, and workflows.
In this role, you will:
- Provide day-to-day technical support to customers using the AI Assistant platform for automation, search, and workflow execution
- Troubleshoot issues across AI responses (RAG-based retrieval and answer quality), agentic workflows (planning, execution, and action failures), and API integrations with enterprise systems
- Communicate clearly with customers and simplify complex AI and system behaviors
- Identify root causes using logs, telemetry, and system analysis tools (e.g., Kibana, Grafana)
- Identify defects, document them clearly, and track them in defect management systems
- Ensure timely responses to customers and adherence to SLAs
- Triage support tickets and escalate to appropriate teams (Customer Success Engineering, Product, Engineering)
- Analyze API failures and integration issues across connected enterprise systems
- Perform configuration changes to optimize assistant behavior and fulfill customer requirements
- Identify recurring issues and contribute to internal and customer-facing knowledge bases
- Reproduce, document, and communicate bugs, outages, and workflow failures effectively
An ideal candidate is curious, proactive, and thrives in a fast-paced environment with a strong appetite for learning and solving complex technical problems.
REQUIREMENTS:
- Bachelor's degree in Information Technology, Computer Science, or related field
- 2-5 years of experience in customer-facing technical support or similar roles
- Experience working with ServiceNow platform and enterprise integrations
- Strong understanding of REST APIs and debugging integration issues
- Experience working with automated, bi-directional integrations between systems
- Understanding of system design concepts to distinguish between configuration issues and product limitations
- Strong troubleshooting and problem-solving skills
- Ability to analyze logs and monitoring tools (e.g., Kibana, Grafana)
- Strong written communication skills and 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
NICE TO HAVES:
- 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 (XML, JSON, YAML)
- Experience with logging and observability tools (Kibana, Grafana)
- Basic coding skills, preferably Python
- Knowledge of distributed version control systems (Git)
- Experience with enterprise IT platforms (Okta, Workday, Google Workspace, Microsoft Active Directory)
