Technical Support Engineer, Moveworks
Federal Government Customers
$106-132k
Salary range applies to San Francisco Bay Area & New York City. Plus variable & equity
Enterprise-built conversational AI platform
Be an early applicant
Enterprise-built conversational AI platform
501-1000 employees
Be an early applicant
$106-132k
Salary range applies to San Francisco Bay Area & New York City. Plus variable & equity
501-1000 employees
Company mission
To make getting instant help at work effortless for employees.
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.
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
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
Articles
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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