Technical Support Engineer - MoveWorks

We are looking for self-driven individuals to join our Moveworks Technical Support team, supporting a sophisticated Moveworks ServiceNow 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 success:
Bachelor’s degree in Information Technology, Computer Science, or a 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 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)

Employment type
Full-time

Work arrangement
No