Technical Support Engineer II

Job Description

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 3 to 5 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. Who We Are Moveworks is an AI Assistant that helps all employees find information, automate tasks, and be more productive. We give the entire workforce one interface to get answers and take action across every enterprise system. And for developers, we make it easy to build and deploy AI agents that bring the power of Moveworks to every business process or workflow. It’s all powered by a pioneering Reasoning Engine paired with an Agentic Automation Engine that, together, are able to handle even the most complex requests by understanding queries, then building and executing intelligent plans to fulfill them — in seconds. Founded in 2016, Moveworks has raised $315M in funding, and eclipsed $100M in ARR in 2024 thanks to our award-winning product and team. Along the way, we’ve earned recognition as a leader in the Forrester Wave for Conversational AI Platforms for Employee Services, as a member of the Forbes Cloud 100 and AI 50 lists, and as one of America’s Most Loved Workplaces according to Newsweek. Today, Moveworks has over 500 employees in six offices globally, and is backed by some of the world's most prominent investors including Kleiner Perkins, Lightspeed, Bain Capital Ventures, Sapphire Ventures, Iconiq, and more. Over 350 leading organizations like Marriott, Databricks, Toyota, CVS Health, and Honeywell trust Moveworks to increase operational efficiency, enhance the employee experience, and drive lasting AI transformation. Come join one of the most innovative teams on the planet! Show more Show less