Moveworks
AI
StaffTechnicalSupportEngineer
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“Staff Technical Support Engineer at Moveworks. Skills: AI Assistant platform support, troubleshooting AI responses, troubleshooting agentic workflows, debugging API integrations, customer communication. Provide day to day technical support to customers using the AI Assistant platform. Troubleshoot issues across AI responses (RAG based retrieval and answer quality)”
What You'll Achieve.
drive automation, search, and workflow execution; timely responses to customers; adherence to SLAs
Industry & Context.
troubleshooting and problem-solving skills; solving complex technical problems
What They're Looking For.
Must Have
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, 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, troubleshooting and problem-solving skills, Ability to analyze logs and monitoring tools (e.g., Kibana, Grafana), 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 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)
What You'll Do.
Provide day to day technical support to customers using the AI Assistant platform
Troubleshoot issues across AI responses (RAG based retrieval and answer quality)
Troubleshoot issues across Agentic workflows (planning
Troubleshoot issues across API integrations with enterprise systems
Communicate clearly with customers and simplify complex AI/system behaviors
Identify root causes of issues using logs
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
and workflow failures effectively
How You'll Work.
Team & Collaboration
Triage support tickets and escalate to appropriate teams (Customer Success Engineering, Product, Engineering, etc.)
Communication Scope
Communicate clearly with customers; simplify complex AI/system behaviors; written communication skills; ability to simplify complex technical concepts; communicate bugs, outages, and workflow failures effectively
Full Job Description
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, 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 leading 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! ServiceNow It 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 mar
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