Who you are

- An ideal candidate is curious, proactive, and thrives in a fast-paced setting, with a strong appetite for learning and solving complex technical problems

- 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 ServiceNow platform and enterprise integrations

- Strong understanding of REST APIs and debugging integration issues

- Experience working with automated, bi-directional integrations between systems

- Understanding of system design concepts to distinguish between configuration issues and product limitations

- Strong troubleshooting and problem-solving skills

- Ability to analyze logs and monitoring tools (e.g., Kibana, Grafana)

- Strong written communication skills and ability to simplify complex technical concepts

- Ability to debug issues across workflows, APIs, and system interactions

- Experience reproducing, documenting, and communicating bugs effectively

- Passion for technology with a strong desire to learn and grow

- 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)

What the job involves

- We are looking for self-driven individuals to join our regulated market 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

- 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

Benefits

- Generous family leave

- Matched donations

- Annual learning stipends

- Flexible PTO

- Competitive retirement plan

- Paid volunteer time

📌 Senior Technical Support Engineer (Canada)
🏢 ServiceNow
📍 Canada