Technical Support Engineer, Federal Government Customers

What You Will Do

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.

What You Bring To The Table

• 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.

Nice to Have

• 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.

*Please note this role will be supporting federal customers that operate on East Coast so must be comfortable aligning schedule to Eastern Time Zone

U.S. citizenship is a requirement for this position due to the specific responsibilities inherent to the role.

Compensation Base Salary Range (San Francisco Bay Area & New York City): $ $106,000 - $132,000

Compensation Base Salary Range (elsewhere in the US): $95,000 - $118,000 B 

Compensation Structure: Base + Variable + Equity

*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.

Moveworks Is An Equal Opportunity Employer
*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.