Senior Technical Support Engineer

Job Description

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 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 why the assistant behaved a certain way, spanning educational support and complex debugging of AI behavior, integrations, and workflows.

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), and 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 elevate to appropriate teams (Customer Success Engineering, Product, Engineering, etc.)
• Analyse API failures and integration issues across connected enterprise systems
• Perform configuration changes to optimise assistant behaviour and meet customer requirements
• Identify recurring issues and contribute to internal and customer‑facing knowledge bases
• Replicate, 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 related roles
• Experience working with the Service Now platform and enterprise integrations
• Strong understanding of REST APIs and integration debugging
• Experience with automated, bi‑directional integrations between systems
• Understanding of system design concepts to distinguish configuration issues from product limitations
• Strong troubleshooting and problem‑solving skills
• Ability to analyse 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 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 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 (Git is a plus)
• Experience with enterprise IT platforms (Okta, Workday, Google Workspace, Microsoft Active Directory)

Note:

U.S. citizenship is a mandatory requirement for this position.

For positions in this location, we offer a base pay of $81,000 – $124,000, plus equity (when applicable), variable/incentive compensation, and benefits. Compensation is based on the geographic location of the role and is subject to change. Benefits include health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, mandatory donations, a flexible time‑off plan, and family leave programs.

Service Now is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status,…