Technical Support Engineer

Job title: Technical Support Engineer

About the Role Moveworks is seeking self-driven individuals to join our regulated market Technical Support team. You will support a sophisticated Moveworks ServiceNow platform powered by machine learning, enterprise search, 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.

What You'll 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 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
• 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
• 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

What We're Looking For

• 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
• 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 Have

• Familiarity with AI/ML systems, especially 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
• Basic coding skills, preferably Python
• Knowledge of distributed version control systems
• Experience with enterprise IT platforms