Senior Technical Support Engineer, ServiceNow

$81-124k

+ Equity (when applicable + Variable/incentive compensation. Salary is benchmarked based on US rates and may vary depending on the location

Python

Kibana

Grafana

Okta

Git

Active Directory

JSON

REST API

ServiceNow

Google Workspace

Senior level

Remote from Canada, US

More information about location

Cloud-based digital workflows for enterprises

Be an early applicant

Cloud-based digital workflows for enterprises

1001+ employees

B2BEnterpriseInternal toolsProductivitySaaSCloud Computing

Be an early applicant

$81-124k

+ Equity (when applicable + Variable/incentive compensation. Salary is benchmarked based on US rates and may vary depending on the location

Python

Kibana

Grafana

Okta

Git

Active Directory

JSON

REST API

ServiceNow

Google Workspace

Senior level

Remote from Canada, US

More information about location

1001+ employees

B2BEnterpriseInternal toolsProductivitySaaSCloud Computing

Company mission

To transform IT to revolutionize the enterprise.

Job

Company

Role

Who you are

An ideal candidate is curious, proactive, and thrives in a fast-paced environment, 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

Desirable

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

Our take

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.

Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.

The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.

The company has more than 7,700 customers, including 85% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in the upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15B, something which its Visa partnership will no doubt aid in achieving.