Technical Support Engineer

📋 Description

• Provide day to day technical support to customers using the AI Assistant platform to drive
• Troubleshoot issues across AI responses (RAG based retrieval and answer quality), agentic workflows
• Communicate clearly with customers and simplify complex AI/system behaviors
• Identify root causes of issues using logs, telemetry, and system analysis (e.g., Kibana, Grafana)
• Identify defects, document them clearly, and track them in defect management systems
• Ensure timely responses to customers and adherence to SLAs

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 2-5 years of experience in customer-facing technical support or similar roles
• Experience working with ServiceNow platform and enterprise integrations
• Strong understanding of REST APIs and debugging integration issues
• Experience working with automated, bi-directional integrations between systems
• Understanding of system design concepts to distinguish between configuration issues and product

🎁 Benefits

• Equal Opportunity Employer
• Accommodations for candidates
• Work Personas (flexible, remote, or required in office)
• Global scale of ServiceNow
• Agility of a high-growth company