Senior Technical Support Engineer

Who We Are 

Moveworks is the universal AI copilot for search and automation across all your business applications. We give employees one place to go to find information and get support while reducing costs for your business. The Moveworks Copilot is powered by an industry-leading Reasoning Engine that uses a combination of public and proprietary language models to understand employee queries, then build and execute multi-step plans that achieve them. It does this by linking into systems (like ITSM, HRIS, ERP, identity management, and more) with native and custom-built integrations that turn natural language into powerful automations for employees.  

The world’s most innovative brands like Databricks, Broadcom, Hearst, and Palo Alto Networks trust Moveworks to eliminate repetitive support issues, deliver instant knowledge, and empower employees to work faster across applications.

Founded in 2016, Moveworks has raised $315 million in funding, at a valuation of $2.1 billion, thanks to our award-winning product and team. In 2023, we were included in the Forbes Cloud 100 list as well as the Forbes AI 50 for the fifth consecutive year. We were also recognized by the 2023 Edison Awards for AI Optimized Productivity, and were included on Fast Company's Most Innovative Companies list for 2024! 

Moveworks has over 500 employees in six offices around the world, and is backed by some of the world's most prominent investors, including Kleiner Perkins, Lightspeed, Bain Capital Ventures, Sapphire Ventures, Iconiq, and more.

Come join one of the most innovative teams on the planet!

What You Will Do

We are looking for self-starter individuals to be part of our support organization. We have a fascinating, albeit complex, product stack with Machine Learning at its core. This role will be at the crossroads of understanding a complex ML product and conveying how it works to our growing customer base.Today our customers come to us with lots of questions, from how their bot is configured to why the bot behaved a certain way. Support cases vary between educational explanations to complex conversational ML bugs that need to be solved with engineering.

A Technical Support Engineer will have a good understanding of the product and constantly engage with the customers to give timely resolutions and feedback to them. An ideal candidate should have an appetite to learn and  thrive in a fast paced environment.

• Provide daily support to Moveworks customers as they leverage our product to drive efficiencies and evolve their IT support
• Communicate clearly and simplify highly technical concepts.
• Troubleshoot issues to identify the root cause of a behavior and next steps to solve the problem.
• Triage the support tickets and escalate to appropriate teams (Eg: Customer Success Engineering, Product team etc).
• Identify the defects and log them in the defect management system.
• Provide timely response to the customers and ensure the SLA is met.
• Identify recurring issues reported by customers and log it in the knowledge base for future reference.
• Analyze different types of logs including Kibana and logDNA to track down the user reported issue.
• Perform Configuration changes to fulfill customer requests.

What You Bring To The Table

• Bachelor’s degree in Information Technology, Computer Science or relevant field
• 4 - 6 years of experience with providing technical support & troubleshooting issues
• Understanding of engineering frameworks to distinguish between configuration requests versus product limitations
• Strong written communication and ability to simplify technical concepts
• Ability to reproduce, document, and communicate bugs and outages
• Experience working with REST APIs
• Passionate about technology and appetite to learn and grow.

Nice To Have

• Familiarity with configuration file formats such as XML, JavaScript Object Notation (JSON), YAML
• Knowledge of distributed version control systems and workflow (Git is a plus)
• Experience with Enterprise IT Platforms (such as Okta, ServiceNow, GSuite or Microsoft Active Directory)
• Basic knowledge of Zendesk / Salesforce
  
  

*Our compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions or bonus plans. 
Ultimately, in determining pay, final offers may vary from the amount listed based on geography, the role’s scope and complexity, the candidate’s experience and expertise, and other factors.

Moveworks Is An Equal Opportunity Employer
*Moveworks is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other characteristics protected by law.