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Moveworks, an agentic AI assistant platform acquired by ServiceNow, is seeking a Technical Support Engineer to join its customer support team in Bangalore. This role sits at the intersection of AI-driven product expertise and customer communication, supporting a sophisticated platform powered by machine learning, enterprise search (RAG), and agentic workflows.
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'll 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 across connected enterprise systems, 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 a fast-paced environment with a strong appetite for learning and solving complex technical problems. You'll work with a platform trusted by over 5.5 million employees at more than 350 of the world's largest companies, including 10% of the Fortune 500.
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)
