IT Support Specialist, Moveworks
$100-125k
+ Equity
Office located in Mountain View, CA
Enterprise-built conversational AI platform
Open for applications
Enterprise-built conversational AI platform
501-1000 employees
Open for applications
$100-125k
+ Equity
Office located in Mountain View, CA
501-1000 employees
Company mission
To make getting instant help at work effortless for employees.
Role
Who you are
- 3+ years of experience in a technical support or customer service environment supporting macOS
- 3+ years of work experience in first and second level support of systems such as SSO (Okta), GSuite, Atlassian, Slack, MDM (Kandji/Jamf), Zoom, Palo Alto Networks, Global Protect, etc
- Strong problem solving and troubleshooting skills
- 5-star customer service mindset
- Excellent teamwork skills
- Familiarity with macOS, Windows, Linux, iOS, and Android devices
- Ability to administer Okta and G-Suite for day-to-day operations
- Experience working with SSO Systems like Okta, OneLogin, etc
- Ability to independently perform root cause analysis and resolve complex issues related to network, access, and general IT
- Ability to work independently, handle multiple priorities, and eventually lead your own projects once requirements are determined
- Experience or involvement with IT projects or large initiatives
- Proficient understanding of internal and external customer requirements
- Exceptional communication and interpersonal skills to interact with users at all levels of the business
What the job involves
- As an IT Support Specialist at Moveworks, you'll be at the forefront of company-wide growth, ensuring seamless and secure IT operations that empower our teams
- Our mission is to supercharge coworker efficiency, resolve technical challenges with innovation, and continuously refine processes
- We're driven by the opportunity to enhance company productivity through automation, streamlining workflows, and strategically procuring cutting-edge software and hardware
- Even more thrilling, you'll have the chance to work with AI to truly transform and elevate the IT experience
- We're also responsible for the administration and optimization of our SaaS infrastructure
- As a compact, dynamic team within a rapidly expanding startup, we're always ready to broaden our responsibilities to meet evolving demands, all while consistently delivering exceptional service to our colleagues
- You'll keep support inquiries and requests organized and up to date via internal ticketing system (Jira Service Management)
- Push the envelope with AI, and make our product even better by transforming traditional IT support
- Troubleshoot and resolve complex hardware, software, and networking issues
- Use a suite of cutting edge tools to automate repetitive manual support tasks
- Onboarding and off-boarding of new employees, vendors, and contractors
- Manage user accounts, permissions, and access rights across supported systems
- Deliver IT and application training to employees, empowering them with the necessary technological resources and expertise to fulfill their responsibilities effectively
- Provide excellent service to internal clients, ensuring they feel that their problems are understood and addressed quickly, with minimal impact to their productivity
- Develop and maintain comprehensive documentation, including support workflows, knowledge base articles, and technical guides
- Identify technological issue trends to proactively prevent problems and develop processes to resolve
- Provide concise and helpful responses to support requests from all levels of the business
- Solve problems quickly across multiple platforms like Slack, Okta, Zoom – with minimal downtime for the customer
- Escalate complex problems to the next level when assistance is required
- Thrive in an agile environment and be adaptable to work changes that can shift quickly
Our take
Moveworks provides IT service and helpdesk support through an AI-driven chatbot. Its system utilizes information about an employee, such as their role and seniority level, to deliver the correct information or carry out processes. Moveworks claims to solve 30% of IT support tickets within weeks of implementation.
In 2024, Moveworks opened a data center in Australia and its service has seen strong uptake from large enterprise-level companies, where IT teams deal with hundreds of requests at a time, helping to minimize backlog and gain back employee time. As more and more workers move from office to home or hybrid, IT support requests have boomed, opening up the opportunity for Moveworks to expand its client pool and provide solutions to help with this change.
Competitors such as Electric offer similar automated IT support services, but Moveworks has invested heavily into creating an AI system that is conversational and easy to use. Automated solutions with machine learning capabilities can also identify cost-saving opportunities. When unused software licenses are estimated to cost companies billions of dollars a year, there is money to be made by identifying and removing these avoidable costs through AI.
Steph
Company Specialist at Welcome to the Jungle
Insights
97% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2021
$200m
SERIES C
Nov 2019
$75m
SERIES B
Total funding: $305m
Company benefits
- Fully paid medical, dental, and vision coverage with no premiums
- Fully paid short-term disability, long-term disability, and life insurance
- Free daily meals
- Unlimited PTO
- Unlimited paid sick days
- 16 weeks of 100% paid parental leave
- Medical, family care, and military leave
- Competitive salary — we’re one of the best-paying companies in the Bay Area
- 401(k) with matching
- Equity and stock options
- Commuter and parking benefits
Company HQ
Mountain View, CA
Leadership
Bhavin Shah
(CEO)After an MA at Stanford, Bhavin worked as a Director at LeapFrog Enterprises before co-founding Gazillion after 5 years in 2005. They left their CEO role at Refresh to co-found Moveworks in June 2016.
Vaibhav Nivargi
(CTO)Vaibhav started their career as a Stanford University Research Scientist before working for Aster Data as a Software Engineer. Having started ClearStory Data in 2011, they co-founded Moveworks in 2016.
Varun Singh
(President)Varun worked for half a decade as SVP of Product at Sefaira before spending 2 years as Lead Product Manager at Facebook. They left in 2016 to co-found Moveworks.
Jiang Chen
(CTO of AI)Jiang took a PhD at Yale in Computer Science before working as a Columbia Research Scientist and spending 7 years at Yahoo! and Google. After a year at Airbnb, they co-founded Moveworks.
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