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, 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.

About the role

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.

Responsibilities

• 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

Requirements

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

Skills

• 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)

Pay

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.

Benefits

• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Matching donations
• Flexible time away plan and family leave programs