Kibana Engineer Jobs

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4d ago

Senior Technical Support Engineer

ServiceNow Orlando, FL

Orlando, FL

4d ago

$81k - $124k/yr Full time Ai Workflows Analytics APIs

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Job Description

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

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