ServiceNow

Senior Technical Support Engineer

ServiceNow$81K — $124K *
US-AnywhereRemote in Orlando, FL
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in IT, Computer Science, or related field
  • 5-8 years of experience in customer-facing technical support
  • Experience with ServiceNow platform and enterprise integrations
  • Strong understanding of REST APIs and debugging integration issues
  • Proficiency in analyzing logs and using monitoring tools (e.g., Kibana, Grafana)
  • Excellent written communication skills to simplify technical concepts
  • Passion for technology and a desire to learn and grow

Responsibilities

  • Provide daily technical support to customers using the AI Assistant platform
  • Troubleshoot AI responses and agentic workflow issues
  • Communicate complex AI/system behaviors clearly to customers
  • Analyze logs to identify root causes using telemetry and system analysis
  • Document and track defects in management systems
  • Triage support tickets and escalate as necessary
  • Perform configuration changes to enhance assistant performance

Benefits

  • 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
Full Job Description
Job Description

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.

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


Qualifications

Qualifications and technical skills that will lead to your success:
  • 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

Nice to Haves:
  • 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)

Note: U.S. citizenship is a requirement for this position due to the specific responsibilities inherent to the role.

For positions in this location, we offer a base pay of $81,000 - $124,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ

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