Technical Support Engineer - MoveWorks

Overview

Technical Support Engineer for Moveworks on the ServiceNow platform, supporting customers with AI assistant automation, search, and agentic workflows.

What you'll do

• Provide day-to-day technical support using the AI Assistant platform.
• Troubleshoot AI responses, including RAG-based retrieval and answer quality.
• Troubleshoot agentic workflows across planning, execution, and action failures.
• Debug API integrations with enterprise systems and analyze API failures.
• Use logs and telemetry (e.g., Kibana, Grafana) to identify root causes.
• Identify and document defects, track them in defect management systems, and ensure SLA adherence.
• Triage and escalate support tickets to appropriate teams.

What you'll need

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 2-5 years of experience in customer-facing technical support or similar roles.
• Experience working with ServiceNow platform and enterprise integrations.
• Strong understanding of REST APIs and debugging integration issues.
• Ability to analyze logs and monitoring tools (e.g., Kibana, Grafana).
• Strong written communication skills to simplify complex technical concepts.
• Experience reproducing, documenting, and communicating bugs effectively.

Details

• Location: Bangalore, India.