Staff 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 your success:

Bachelor’s degree in Information Technology, Computer Science, or a related field

8-12 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 communicatin