Senior Technical Support Engineer

Company DescriptionMoveworks 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, our 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. Recognized on the Forbes Cloud 100 and AI 50 lists, Moveworks was also named one of Fast Company’s 2025 Most Innovative Companies and Inc’s Best in Business, in the Best in Innovation category. Moveworks was also recognized at Microsoft’s 2025 Partner of the Year and in 2024, received the AI Breakthrough Award.In December 2025, Moveworks was acquired by ServiceNow, marking a pivotal milestone in our journey to create a single front door to work for all business systems. By combining ServiceNow’s standard-setting workflow automation with Moveworks’ Reasoning Engine and natural language capabilities, we deliver the AI platform for every person and every workflow. Built to go beyond basic summaries to deliver meaningful business impact. Together, our AI acts across enterprise systems to turn conversations into completed work.By joining our team, you’ll be at the forefront of the AI transformation, backed by the global scale of ServiceNow and the agility of a high-growth company. We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business.Come join us!ServiceNowIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market standard, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.Job DescriptionWe 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 executionTroubleshoot issues across:AI responses (RAG based retrieval and answer quality)Agentic workflows (planning, execution, and action failures)API integrations with enterprise systemsCommunicate clearly with customers and simplify complex AI/system behaviorsIdentify 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 systemsEnsure timely responses to customers and adherence to SLAsTriage support tickets and escalate to appropriate teams (Customer Success Engineering, Product, Engineering, etc.)Analyze API failures and integration issues across connected enterprise systemsPerform configuration changes to optimize assistant behavior and fulfill customer requirementsIdentify recurring issues and contribute to internal and customer facing knowledge basesReproduce, document, and communicate bugs, outages, and workflow failures effectivelyQualificationsQualifications and technical skills that will lead to your success:Bachelor’s degree in Information Technology, Computer Science, or a related field5-8 years of experience in customer-facing technical support or similar rolesExperience working with ServiceNow platform and enterprise integrationsStrong understanding of REST APIs and debugging integration issuesExperience working with automated, bi-directional integrations between systemsUnderstanding of system design concepts to distinguish between configuration issues and product limitationsStrong troubleshooting and problem-solving skillsAbility to analyze logs and monitoring tools (e.g., Kibana, Grafana)Strong written communication skills and ability to simplify complex technical conceptsAbility to debug issues across workflows, APIs, and system interactionsExperience reproducing, documenting, and communicating bugs effectivelyPassion for technology with a strong desire to learn and growNice to Haves:Familiarity with AI/ML systems, especially RAG-based search or conversational AIUnderstanding of agent-based or workflow automation systemsFamiliarity with configuration file formats such as XML, JSON, and YAMLExperience with logging and observability tools such as Kibana and GrafanaBasic coding skills, preferably PythonKnowledge 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 InformationWork PersonasWe 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 EmployerServiceNow 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. AccommodationsWe 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 RegulationsFor 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. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license. Employee Type: Regular Region: AMS - North America and Canada Work Persona: Flexible or Remote