Automations Engineer, Post Sales Systems

Accountabilities:

• Design and deploy Zendesk automations that streamline support operations, including ticket routing, field population, summarization, escalation, and customer outreach workflows.
• Develop AI-powered workflows using LLM integrations, Zendesk AI, AI agents, and related technologies for tasks such as sentiment analysis, knowledge matching, ticket summarization, and response recommendations.
• Build low-code and no-code integrations using platforms such as Workato, Zapier, Retool, or similar tools to connect CX and GTM systems.
• Own automations end-to-end, including requirements discovery, solution design, development, testing, deployment, documentation, monitoring, and continuous improvement.
• Maintain reliable data flows between Zendesk, Salesforce, ClickUp, chatbot platforms, scheduling tools, and other systems across the post-sales technology ecosystem.
• Design integration patterns that maintain clean, accessible, and synchronized data while minimizing long-term maintenance complexity.
• Develop dashboards, reporting capabilities, and data pipelines that measure support health, automation effectiveness, and team productivity.
• Partner with Support and Success teams to identify operational pain points, bottlenecks, and opportunities where automation or AI can generate measurable improvements.
• Evaluate emerging AI and LLM capabilities, including agents, retrieval-augmented generation, and other techniques, and assess their suitability for production support workflows.
• Create reusable AI and automation patterns that improve consistency, accelerate development, and reduce duplication across systems teams.
• Monitor automation health, errors, and service levels, proactively troubleshooting issues and improving reliability before they affect operations.
• Gather stakeholder feedback and continuously refine workflows to improve accuracy, reduce false positives, and respond to changing business requirements.
• Maintain technical documentation and runbooks that clearly explain automation behavior, dependencies, and escalation procedures.
• Collaborate with technical and non-technical stakeholders to translate operational requirements into practical technical specifications and communicate progress on major initiatives.

Requirements:

• 3–5+ years of experience in systems administration, business systems engineering, customer support platforms, or a closely related field.
• Demonstrated experience designing and deploying production automations or integrations that delivered measurable business value.
• Hands-on experience administering and configuring CX platforms, particularly Zendesk, including automations, triggers, business rules, custom fields, and reporting.
• Experience working with REST APIs, webhooks, and integration platforms such as Workato, Zapier, Retool, or comparable technologies.
• Familiarity with AI and LLM technologies, including prompt engineering, LLM APIs, AI agents, MCP, and the safe application of AI within production workflows.
• Working knowledge of JSON, SQL, and light scripting in languages such as Python or JavaScript for data transformation, automation, and pipeline development.
• Understanding of Salesforce integrations, including Zendesk-to-Salesforce synchronization, object relationships, field mapping, and common integration patterns.
• Experience working in a high-velocity environment where priorities evolve quickly and responsibilities span multiple systems and business functions.
• Strong troubleshooting skills and the ability to investigate unfamiliar systems, identify root causes, and resolve complex technical issues.
• Strong communication skills, with the ability to translate technical concepts into clear recommendations for non-technical stakeholders.
• A customer-focused and analytical mindset, with an emphasis on measuring automation success through improvements in efficiency, quality, and user experience.
• Strong ownership mentality, attention to detail, and commitment to reliability, documentation, maintainability, and continuous improvement.
• Ability to move quickly, experiment with emerging technologies, challenge assumptions constructively, and make sound decisions in ambiguous situations.
• Experience with support-focused SaaS operations, GTM systems, chatbot technologies, or comparable customer experience environments is a plus.

Benefits:

• Work environment: Opportunity to work in a fully distributed environment focused on AI-native products, automation, and operational innovation.
• Impact: Direct ownership of systems that improve support efficiency and customer experience at scale.
• Technology exposure: Hands-on work across Zendesk, Salesforce, AI agents, LLMs, APIs, automation platforms, data pipelines, and reporting systems.
• Professional growth: Opportunity to develop expertise in AI-powered automation and contribute to broader systems-engineering initiatives.
• Cross-functional collaboration: Work closely with Support, Success, GTM Systems Engineering, and other business and technical teams.
• Innovation: Significant opportunity to experiment with emerging AI capabilities and turn promising technologies into practical production solutions.
• Ownership: Responsibility for automation projects from initial discovery through deployment, monitoring, optimization, and long-term maintenance.