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 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

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 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)

Note:  U.S. citizenship is a requirement for this position due to the specific responsibilities inherent to the role. 

For positions in this location, we offer a base pay of $81,000 - $124,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow 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, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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