Technical Support Engineer
ServiceNow · Posted Oct 15
Cloud-based workflow automation and artificial intelligence platform services
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About the role
The Moveworks Technical Support team supports the Moveworks ServiceNow platform, an AI-driven assistant powered by machine learning, enterprise search (RAG), and agentic workflows that lets users find answers and automate tasks end to end across enterprise systems. The role sits at the intersection of understanding a complex AI product and clearly communicating its behavior and value to customers, covering both educational support and debugging of AI behavior, integrations, and workflows. This engineer provides day-to-day technical support, troubleshoots RAG responses, agentic workflow failures, and API integrations, and uses logs and telemetry to identify root causes.
What you will do
- 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
Skills used in this role
What the employer is looking for
- 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
Preferred qualifications
- 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)
Benefits and support
- Compensation and benefits are detailed in the job posting
About ServiceNow
ServiceNow provides an end-to-end cloud-based platform and workflow automation solutions that help enterprises digitize and unify operations. Its platform leverages artificial intelligence and machine learning to streamline IT service management, customer service, and business processes.
- Industry
- Software Development
- Company size
- 10001+ employees
- Founded
- 2004
- Location
- Santa Clara, California, USA
- Funding stage
- Public Company
Funding
Public Company · $4.08B raised
- 2026-04-17Post IPO Debt$4.00B
Leadership
Chairman and Chief Executive Officer
President and Chief Financial Officer
President, Chief Product Officer and Chief Operating Officer
Chief Technology Officer and EVP, DevOps
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