Bangalore, Karnataka, India
Information Technology
Other
Espressive
Overview
About the role We are looking for a Technical Support Engineer to provide troubleshooting and integration support for our Agentic AI solutions, focusing on ServiceNow and other ITSM platforms. You will work closely with customers and partners to resolve technical issues, assist with API integrations, and ensure smooth connectivity between our Agentic AI technology and ITSM systems.
Responsibilities
Responsibilities
- Provide technical troubleshooting and support for Agentic AI integrations with ITSM platforms, primarily ServiceNow.
- Assist customers and partners with API configurations, authentication, and integration issues.
- Analyze logs, error messages, and API responses to identify and resolve issues.
- Guide customers through best practices for connecting and using Agentic AI with ITSM solutions.
- Collaborate with internal teams (engineering, product, and sales) to escalate and resolve complex issues.
- Document common issues, solutions, and best practices in knowledge base articles.
- Communicate effectively with technical and non-technical stakeholders to ensure customer satisfaction.
- Experience with ServiceNow, including API integrations, troubleshooting, and configuration.
- Strong knowledge of REST APIs, authentication methods (OAuth, API keys), and webhooks.
- Experience working with other ITSM tools (Ivanti, Matrix42, Jira, etc.) is a plus.
- Ability to troubleshoot technical issues, analyze logs, and debug API interactions.
- Strong prioritization and time management skills – ability to balance multiple customer issues, urgent escalations, and long-term projects.
- Customer-focused mindset with strong communication skills – able to explain technical concepts clearly.
- Experience working with partners and enterprise customers.
- Knowledge of scripting or coding (JavaScript, Python, or similar) is a plus.
- Prior experience in a technical support, integration, or professional services role.
- Familiarity with Agentic AI frameworks and AI-driven automation.
- Experience with ITSM workflows and automation.
- Knowledge of enterprise IT environments, networking, and security best practices.
- Work with cutting-edge Agentic AI and IT automation technologies.
- Collaborate with a fast-paced, innovative team.
- Opportunity to engage with leading enterprise customers and partners.
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