Senior Technical Support Engineer

Moveworks is the Agentic AI Assistant platform that empowers the entire workforce.

Our platform enables employees to converse with all of their business systems through natural language to quickly find answers and automate tasks. Powered by the world's most advanced LLMs, our proprietary models, and a sophisticated Agentic AI platform, we're transforming how work gets done by allowing AI to take initiative, streamline complex workflows, and continuously learn and adapt.

Moveworks is trusted by over 5.5 million employees at more than 350 of the world's largest companies, including 10% of the Fortune 500, to automate everyday tasks and streamline business operations. Recognized on the Forbes Cloud 100 and AI 50 lists, Moveworks was also named one of Fast Company's 2025 Most Innovative Companies and Inc's Best in Business, in the Best in Innovation category.

Moveworks was also recognized at Microsoft's 2025 Partner of the Year and in 2024, received the AI Breakthrough Award.

In December 2025, Moveworks was acquired by Service Now, marking a pivotal milestone in our journey to create a single front door to work for all business systems. By combining Service Now's standard-setting workflow automation with Moveworks' Reasoning Engine and natural language capabilities, we deliver the AI platform for every person and every workflow. Built to go beyond basic summaries to deliver meaningful business impact.

Together, our AI acts across enterprise systems to turn conversations into completed work.

By joining our team, you'll be at the forefront of the AI transformation, backed by the global scale of Service Now and the agility of a high-growth company. We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business.

Come join us!

** Service Now*
* It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - Service Now stands as a global market standard, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are looking for self-driven individuals to join our regulated market Moveworks Technical Support team, supporting a sophisticated Moveworks Service Now platform powered by machine learning, enterprise search (RAG), and agentic workflows. This role sits at the intersection of understanding a complex AI driven product and clearly communicating its behavior and value to our growing customer base.

Our platform enables users to not only find answers but also automate tasks end to end through AI agents that reason, plan, and execute actions across enterprise systems . As a result, customer questions range from configuration guidance to deeper investigations into why the assistant behaved a certain way spanning both educational support and complex debugging of AI behavior, integrations, and workflows.

An ideal candidate is curious, proactive, and thrives in a fast-paced environment, with a strong appetite for learning and solving complex technical problems.

** What you get to do in this role:*
* + Provide day to day technical support to customers using the AI Assistant platform to drive automation, search, and workflow execution

+ Troubleshoot issues across:

+ AI responses (RAG based retrieval and answer quality)

+ Agentic workflows (planning, execution, and action failures)

+ API integrations with enterprise systems

+ Communicate clearly with customers and simplify complex AI/system behaviors

+ Identify root causes of issues using logs, telemetry, and system analysis (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, etc.)

+ 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

** Qualifications and technical skills that will lead to your success:*
* + Bachelor's degree in Information Technology, Computer Science, or a related field

+ 5-8 years of experience in customer-facing technical support or similar roles

+ Experience working with Service Now platform and enterprise integrations

+ Strong understanding of REST APIs and debugging integration issues

+ Experience working with automated, bi-directional integrations between systems

+…