Were looking for a Support Operations & Automation Engineer to help us supercharge operational efficiency across our Support organization and support technology landscape. This role will focus on building, maintaining, and optimizing automations, integrations, and workflows that connect our Support tools - driving scale, efficiency, data quality, and operational excellence.
This is a hands-on, high-impact position for someone who thrives on solving complex system challenges with automation, owns end-to-end delivery, and loves creating seamless experiences between tools.
Key Responsibilities:
Build and maintain automations and integrations across systems like Zendesk, Thena (Slack Support), PagerDuty, Fin by Intercom, Gong, CRM systems, and other productivity tools.
Design AI-driven workflows for knowledge management (case summarization, tagging, suggested responses, content gap detection).
Implement low-code and code-based integrations (Zapier, n8n, APIs/webhooks).
Manage and optimize Support on-call operations, schedules, escalations, and coverage.
Partner with Support, Operations, IT, and Engineering to identify automation opportunities that reduce manual work and improve routing, triage, and KB enablement.
Ensure data consistency, integrity, and synchronization across systems.
Build monitoring and alerting for automation failures, especially in routing, escalation, and on-call flows.
Own end-to-end delivery of Support-stack automations: gather requirements, design, implement, and maintain scalable workflows and integrations.
Partner with Support, Engineering, Product, Operations, Data, and Security to identify inefficiencies, improve routing/triage and data flow, and ensure governance and standards compliance
Collaborates With:
Support leadership, Technical Success, Engineering, Product, Operations, IT, Data, and Security teams.
Requirements: 3+ years of experience in support operations, automation engineering, or systems integration in a B2B SaaS environment.
Hands-on experience building workflows and integrations using Zapier and/or n8n (or similar), plus APIs/webhooks and data structures (JSON, REST).
Solid understanding of Support systems and processes, including Zendesk, Slack-based support workflows (Thena), PagerDuty, and integrations with CRM and other internal tools.
Experience implementing and operating AI for support and knowledge management, including Fin by Intercom (or comparable), and building AI-assisted workflows.
Strong documentation mindset: process maps, runbooks, system diagrams, and change management for production workflows.
Excellent communication and collaboration skills, with the ability to translate Support needs into technical solutions.
Self-starter with high ownership, reliability, and attention to detail.
This position is open to all candidates.