Senior Technical Support Engineer

Overview We are looking for self‑driven individuals to join our technical support team for the Moveworks AI Assistant platform. The role involves understanding a complex AI‑driven product and communicating its behavior and value to our growing customer base. 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 escalated 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 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 the 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 Have 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) Compensation Base pay ranges from $81,000 to $124,000, plus equity (when applicable), variable/incentive compensation, and benefits such as health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, and family leave programs. Compensation varies by qualifications, skill level, and work location. 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 View email address on click.appcast.io 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. #J-18808-Ljbffr