Senior Technical Support Engineer

Stack

Responsibilities

• ▹Provide day-to-day technical support to customers using the AI Assistant platform to drive automation, search, and workflow execution
• ▹Troubleshoot AI responses (RAG-based retrieval and answer quality), agentic workflows (planning, execution, action failures), and API integrations with enterprise systems
• ▹Communicate clearly with customers and simplify complex AI/system behaviors
• ▹Identify root causes 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 Customer Success Engineering, Product, or Engineering
• ▹Analyze API failures and integration issues across connected enterprise systems
• ▹Perform configuration changes to optimize assistant behavior
• ▹Identify recurring issues and contribute to internal and customer-facing knowledge bases
• ▹Reproduce, document, and communicate bugs, outages, and workflow failures

Requirements

• ▹Bachelor's degree in Information Technology, Computer Science, or a related field
• ▹5-8 years of experience in customer-facing technical support or similar roles
• ▹Experience working 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 configuration issues from product limitations
• ▹Strong troubleshooting and problem-solving skills
• ▹Ability to analyze logs and monitoring tools (Kibana, Grafana)
• ▹Strong written communication skills
• ▹Ability to debug issues across workflows, APIs, and system interactions
• ▹Experience reproducing, documenting, and communicating bugs effectively
• ▹U.S. citizenship required for this position

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)

Soft skills

What we offer

• ▹Health plans, including flexible spending accounts
• ▹401(k) plan with company match
• ▹Employee Stock Purchase Plan (ESPP)
• ▹Matching donations program
• ▹Flexible time away plan
• ▹Family leave programs

About the company

ServiceNow was founded in 2004 in San Diego and is now a global leader in AI-enhanced enterprise platforms, serving over 8,100 customers including 85% of the Fortune 500. Moveworks is its agentic AI assistant platform, acquired by ServiceNow in December 2025; it is used by 5.5+ million employees across 350+ large enterprises.