Level 2 Technical Support Engineer

| Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

We are looking for self-starter individuals to be part of our technical 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.

Level 2 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. The candidate will work closely with L1 support engineers to guide them through troubleshooting and resolving support issues. An ideal candidate should have an appetite to learn and  thrive in a fast paced environment.

Who we are:

Moveworks is revolutionizing how companies support their employees — with the first AI platform that makes getting help at work effortless. Using advanced conversational AI built for the enterprise, Moveworks gives employees exactly what they need, from IT support to HR help to policy information. Our platform allows customers like Snowflake, Slack, DocuSign, LinkedIn, Instacart, Illumina, Epic Games, Hearst Media to move forward on what matters.

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 three consecutive years, while earning recognition as the Best Chatbot Solution at the 2021 AI Breakthrough Awards. Above all, we’ve built an AI company that puts people first, which is why both Inc. and the San Francisco Business Times called Moveworks one of the Best Workplaces of 2021. 

Come join one of the fastest-growing teams on the planet!

What will you 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 escalated issues to identify the root cause of a behavior and next steps to solve the problem.
  • Assist L1 support team members to troubleshoot general support issues 
  • Identify the defects and log them in the defect management system.
  • Provide timely response to the customers and ensure the SLA is met.
  • Triage the support tickets and escalate to appropriate teams (Eg: Customer Success Engineering, Product team etc).
  • 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
  • Advanced troubleshooting and problem solving skills
  • Strong written communication and ability to simplify technical concepts
  • Ability to debug the code and identify the root cause 
  • 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
  • Experience with common logging tools such as Kibana and LogDNA
  • Basic coding skills, preferably Python
  • 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
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • IllustratorDesign
    • InVisionDesign
    • ConfluenceManagement
    • JIRAManagement

An Insider's view of Moveworks

How would you describe the company’s work-life balance?

We have started with an ethos of empowerment and ownership, and this applies to how employees manage their schedules and workload as well. This is a place where you set your boundaries and personal life needs, and your team respects and empowers you to do so.

Celeste

Technical Recruiter

How do you collaborate with other teams in the company?

Every Movester is readily available via collaboration tools to ensure that teams can effectively work together. We have weekly company syncs with updates from each department to provide a space for centralized communication. My personal favorite, we have whole-company trips to allow employees to strengthen cross-team bonds in a fun environment!

Cherie

Software Engineer

How has your career grown since starting at the company?

Moveworks strikes a great balance between individual and company goals. ‘Do the best work of your career’ is a principle that largely influences it’s culture. From Day 1, my manager has put a strong emphasis on choosing projects that align with my interests while constantly identifying areas for growth that push me to be the best version of myself.

Saloni

UX Designer

How do your team's ideas influence the company's direction?

There’s no shortage of passionate ideas at a startup, but bringing an idea to fruition fast needs deep critical conversations to validate different viewpoints. Conversation Engine sits in the center of our product, connects ML and system engineering, addresses technology gaps creatively, sharpens our marketing message and equips our sales team.

Jing

Technical Lead

What projects are you most excited about?

The project I’m most excited about is the continued growth of the SDR team and how invested the company is in our success. Understanding our current roadmap and how everyone is looking for us to scale it gets me excited to think about where we could be in the next 6 months.

Freddy

Senior Sales Development Representatitve

What are Moveworks Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Moveworks hosts company outings Semi-annually.
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
We offer employees free on-site parking.
Professional Development Benefits
Lunch and learns
Moveworks hosts lunch and learn meetings weekly.
Promote from within
More Jobs at Moveworks77 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Internships
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Content
Data + Analytics
new
Peninsula
Developer
new
Peninsula
Operations
new
Peninsula
Sales
new
Peninsula
Product
new
Peninsula
Design + UX
new
Peninsula
Sales
new
Peninsula
Product
new
Peninsula
Product
new
Peninsula
Product
new
Peninsula
Finance
new
Peninsula
Marketing
new
Peninsula
Data + Analytics
new
Peninsula
HR + Recruiting
new
Remote
Content
new
Remote
Product
new
Peninsula
Data + Analytics
new
Peninsula
Project Mgmt
new
Peninsula
Data + Analytics
new
Peninsula
Data + Analytics
new
Peninsula
Internships
new
Peninsula
HR + Recruiting
new
Peninsula
Product
new
Peninsula
Data + Analytics
new
Peninsula
Project Mgmt
new
Peninsula
Internships
new
Peninsula
Internships
new
Peninsula
HR + Recruiting
new
Peninsula
Sales
new
Peninsula
Developer
new
Peninsula
Data + Analytics
new
Remote
Marketing
new
Peninsula
HR + Recruiting
new
Remote
HR + Recruiting
new
Peninsula
Data + Analytics
new
Peninsula
HR + Recruiting
new
Remote
HR + Recruiting
new
Peninsula
Data + Analytics
new
Remote
Data + Analytics
new
Peninsula
Developer
new
Peninsula
Developer
new
Peninsula
Design + UX
new
Peninsula
Data + Analytics
new
Peninsula
Developer
new
Peninsula
Developer
new
Peninsula
Developer
new
Peninsula
Sales
new
Peninsula
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Moveworks's full profileSee more Moveworks jobs