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Moveworks, now part of ServiceNow, is seeking a Technical Support Engineer to join the team supporting the Moveworks Agentic AI Assistant platform. This role bridges sophisticated AI-driven product knowledge with clear customer communication, supporting a platform powered by advanced LLMs, proprietary models, and agentic workflows that enable employees to automate tasks across enterprise systems.
In this position, you will provide day-to-day technical support to customers using the AI Assistant platform for automation, search, and workflow execution. Your responsibilities include troubleshooting issues across AI responses (RAG-based retrieval and answer quality), agentic workflows (planning, execution, and action failures), and API integrations with enterprise systems. You will communicate clearly with customers to simplify complex AI and system behaviors, identify root causes using logs and telemetry (Kibana, Grafana), and document defects in defect management systems.
Additional responsibilities include ensuring timely customer responses and SLA adherence, triaging support tickets and escalating to appropriate teams (Customer Success Engineering, Product, Engineering), analyzing API failures and integration issues, performing configuration changes to optimize assistant behavior, identifying recurring issues to contribute to knowledge bases, and reproducing and communicating bugs, outages, and workflow failures effectively.
The ideal candidate is curious, proactive, and thrives in fast-paced environments with a strong appetite for learning and solving complex technical problems. You will work in a hybrid model with flexibility and trust in how you approach distributed work.
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 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 (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 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)
