Senior Technical Support Engineer

This role offers a compelling blend of enterprise impact and professional growth. Based onsite in Orlando, FL, you will join a team supporting Moveworks on the ServiceNow platform, focusing on day to day technical support and troubleshooting for an AI driven assistant that enables automation, fast search, and workflow execution for large organizations. The compensation range is USD 81,000 to 124,000 per year, and you will benefit from a comprehensive package, a collaborative culture, and a clear path to expand your technical and customer-facing skills.

Benefits

• Health plans
• Flexible spending accounts
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Matching donations
• Flexible time away plan
• Family leave programs
• Equity (when applicable)

Responsibilities

• Deliver day to day technical support to customers using the AI Assistant platform to drive automation, search, and workflow execution
• Troubleshoot AI responses, including retrieval augmented generation quality and answer accuracy
• Investigate agentic workflows covering planning, execution, and action failures
• Manage API integrations with enterprise systems
• Communicate clearly with customers and simplify complex AI and system behaviors
• Root cause analysis using logs, telemetry, and system insights with tools like Kibana and Grafana
• Document defects and track them in defect management systems
• Ensure timely responses and adherence to service level agreements
• Triage support tickets and escalate to appropriate teams such as Customer Success Engineering, Product, or Engineering
• Analyze API failures and integration issues across connected enterprise systems
• Apply configuration changes to optimize assistant behavior and meet customer requirements
• Identify recurring issues and contribute to internal and customer facing knowledge bases
• Reproduce, document, and communicate bugs, outages, and workflow failures effectively

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 5 to 8 years of experience in customer facing technical support or similar roles
• Experience with the ServiceNow platform and enterprise integrations
• Strong understanding of REST APIs and debugging integration issues
• Experience with automated, bi-directional integrations between systems
• Ability to distinguish between configuration issues and product limitations through system design concepts
• Robust troubleshooting and problem solving abilities
• Skill in analyzing logs and monitoring tools such as Kibana and Grafana
• Excellent written communication with the ability to simplify complex technical concepts
• Proficiency in debugging across workflows, APIs, and system interactions
• Experience reproducing, documenting, and communicating bugs effectively
• Passion for technology and a strong desire to learn and grow

Technologies

• ServiceNow
• Kibana
• Grafana
• REST APIs
• XML
• JSON
• YAML
• Python
• Git
• Okta
• Workday
• Google Workspace
• Microsoft Active Directory

Nice to Have

• Familiarity with AI and 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, with Git being a plus
• Experience with enterprise IT platforms such as Okta, Workday, Google Workspace, and Microsoft Active Directory

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 5 to 8 years of experience in customer facing technical support or similar roles
• Experience with the ServiceNow platform and enterprise integrations
• Strong understanding of REST APIs and debugging integration issues
• Experience 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 such as Kibana and 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