Senior Technical Support Engineer

What You Will Do

We are looking for self-starter individuals to be part of our support organization. We have a fascinating, albeit complex, product stack with Machine Learning at its core. This role will be at the crossroads of understanding a complex ML product and conveying how it works to our growing customer base.Today our customers come to us with lots of questions, from how their bot is configured to why the bot behaved a certain way. Support cases vary between educational explanations to complex conversational ML bugs that need to be solved with engineering.

A Technical Support Engineer will have a good understanding of the product and constantly engage with the customers to give timely resolutions and feedback to them. An ideal candidate should have an appetite to learn and thrive in a fast paced environment.

• Provide daily support to Moveworks customers as they leverage our product to drive efficiencies and evolve their IT support
• Communicate clearly and simplify highly technical concepts.
• Troubleshoot issues to identify the root cause of a behavior and next steps to solve the problem.
• Triage the support tickets and escalate to appropriate teams (Eg: Customer Success Engineering, Product team etc).
• Identify the defects and log them in the defect management system.
• Provide timely response to the customers and ensure the SLA is met.
• Identify recurring issues reported by customers and log it in the knowledge base for future reference.
• Analyze different types of logs including Kibana and logDNA to track down the user reported issue.
• Perform Configuration changes to fulfill customer requests.

What You Bring To The Table

• Bachelor’s degree in Information Technology, Computer Science or relevant field
• 4 - 6 years of experience with providing technical support & troubleshooting issues
• Understanding of engineering frameworks to distinguish between configuration requests versus product limitations
• Strong written communication and ability to simplify technical concepts
• Ability to reproduce, document, and communicate bugs and outages
• Experience working with REST APIs
• Passionate about technology and appetite to learn and grow.

Nice To Have

• Familiarity with configuration file formats such as XML, JavaScript Object Notation (JSON), YAML
• Knowledge of distributed version control systems and workflow (Git is a plus)
• Experience with Enterprise IT Platforms (such as Okta, ServiceNow, GSuite or Microsoft Active Directory)
• Basic knowledge of Zendesk / Salesforce