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.
Who we are
Moveworks is on a mission to make language the universal UI. We give enterprises a conversational interface that works across every system — from Microsoft to Workday to Salesforce. Powered by GPT-class machine learning models, the Moveworks platform learns the unique language of each organization to solve thousands of use cases. Brands like Databricks, Broadcom, DocuSign, and Palo Alto Networks leverage Moveworks’ proprietary enterprise data, out-of-the-box solutions, and intuitive developer tools to bring conversational automation to all aspects of their business.
Founded in 2016, Moveworks has raised $315 million in funding, at a valuation of $2.1 billion. We’ve been named to the Forbes AI 50 list for five consecutive years while earning recognition as the winner of the 2023 Edison Awards for AI Optimized Productivity, and as the Best Bot Solution at the 2022 AI Breakthrough Awards.
Moveworks has over 500 employees in six offices around the world, and is backed by some of the world’s most prominent investors, including Kleiner Perkins, Lightspeed, Bain Capital Ventures, Sapphire Ventures, Iconiq, and more.
Come join one of the most innovative teams on the planet!
What you will do
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
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 Haves
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
Our compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions or bonus plans.
Ultimately, in determining pay, final offers may vary from the amount listed based on geography, the role’s scope and complexity, the candidate’s experience and expertise, and other factors.
Equal Opportunity Statement:
Moveworks is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other characteristics protected by law.
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