Staff Technical Support Engineer_Moveworks at ServiceNow

We are looking for self-driven individuals to join our 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 execution • Troubleshoot issues across: • AI responses (RAG based retrieval and answer quality) • Agentic workflows (planning, execution, and action failures) • API integrations with enterprise systems • Communicate clearly with customers and simplify complex AI/system behaviors • Identify 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 systems • Ensure timely responses to customers and adherence to SLAs • Triage support tickets and escalate to appropriate teams (Customer Success Engineering, Product, Engineering, etc.) • 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 • Reproduce, document, and communicate bugs, outages, and workflow failures effectively