Technical Support Engineer, Moveworks
Federal Government Customers
$106-132k
Salary range applies to San Francisco Bay Area & New York City. Plus variable & equity
AI assistant platform
Job no longer available
AI assistant platform
501-1000 employees
Job no longer available
$106-132k
Salary range applies to San Francisco Bay Area & New York City. Plus variable & equity
501-1000 employees
Company mission
To help every employee get work done efficiently and effectively.
Role
Who you are
- 2+ years of experience in a customer-facing technical role providing technical support and troubleshooting issues
- Experience working with REST APIs
- Understanding of engineering frameworks to distinguish between configuration requests versus product limitations
- Strong written and verbal communication skills and the ability to convey complex technical concepts clearly to diverse audiences
- Ability to troubleshoot, reproduce, document, and communicate bugs and outages
- Passionate about AI and/or other complex technologies with an appetite to continuously learn and grow
- The ability to thrive in a fast-paced, start-up environment
- Bachelor’s degree in Information Technology, Computer Science, Engineering or equivalent relevant experience
- U.S. citizenship is a requirement for this position due to the specific responsibilities inherent to the role
Desirable
- Familiarity with configuration file formats such as XML, JavaScript Object Notation (JSON), YAML
- Familiarity with Python, Java, Javascript and scripting languages like Powershell or Bash
- Familiarity with Linux and Windows environments and using the command line
- A good understanding of data modeling and data pipelines
- Experience with enterprise platforms such as Okta, ServiceNow, GSuite, Microsoft Active Directory, Workday, Salesforce
- Prior technical support experience in the federal space
- Security clearance would be highly preferred
What the job involves
- We are looking for self-starter individuals to be part of our federal technical support organization. We have a fascinating, albeit complex, product stack with Machine Learning at its core
- As a technical support engineer you will be at the crossroads of garnering a deep understanding of our complex ML product and conveying how it works to our growing federal customer base
- Support cases will vary between educational explanations to solving complex conversational ML bugs with our engineering teams
- You will engage collaboratively with customers to provide timely resolutions and feedback
- You will also collaborate closely with product and engineering teams sharing customer feedback that will help elevate our customer experiences and product roadmaps
- You will be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions in partnership with our engineering team
- You will troubleshoot issues to identify the root cause of a behavior and resolve the problem
- You will serve as a customer advocate and leverage their feedback to influence and enhance our product roadmap
- You will identify recurring issues reported by customers and document solutions in our knowledge base for future reference
- You will analyze different types of logs including Kibana and logDNA to effectively and quickly solve customers’ issues
- You will integrate and implement Moveworks solutions to customers' platform and backend systems in a secure and performant manner
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.
With its upcoming acquisition by ServiceNow, Moveworks is stepping into an exciting new chapter. Joining forces with ServiceNow means its AI assistant and enterprise search tools can reach even more employees and businesses, helping make everyday work tasks easier and faster. The deal also sets Moveworks up to be a key player in the future of workplace AI, showing that its technology is ready to grow and make an even bigger impact.
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
- Short-term disability, long-term disability, and life insurance
- Unlimited PTO — most staff take between 4-6 weeks each year
- 16 weeks paid parental leave
- Competitive salary — we’re one of the best-paying companies in the Bay Area
- 401(k) program
- Equity and stock options
- Commuter and parking benefits
- Office closures for Global Employee Appreciation Days twice per year
- Manager mentorship program
- Buddy program for new hires
- Paid industry certifications
- Continuing education stipend
Company HQ
Mountain View, CA
Leadership
Bhavin Shah
(Founder & 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
(Co-Founder & CTO)Vaibhav began 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
(Co-Founde r& 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
(Co-Founder & 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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