Support Automation Engineer

### Who you are

• Exceptional written and verbal business English, with the ability to communicate clearly and professionally with both technical and non-technical audiences
• A Computer Science degree (or equivalent)
• Minimum of 2 years of experience in technical support, customer service, or fast-paced SaaS/technology-driven environments
• Strong technical troubleshooting and problem-solving skills, with the ability to diagnose root causes, analyze complex issues, and resolve them efficiently
• Experience working within defined SLAs, with the ability to prioritize and manage multiple cases effectively
• Proven ability to escalate, track, and manage critical issues effectively, ensuring timely resolution and customer satisfaction
• Experience working cross-functionally with support, product, and engineering teams
• Hands-on experience creating and maintaining troubleshooting guides, FAQs, and internal documentation, with a high level of accuracy and attention to detail
• Familiarity with CRMs and ticketing software such as Zendesk, Atlassian products, and other SaaS tools commonly used in customer support
• Strong client-facing experience handling inquiries via live chat, email, and phone, with a passion for delivering exceptional service
• Comfort working in fast-paced, ambiguous environments, with the adaptability and learning agility to quickly master new tools, technologies, and processes
• A proactive mindset with the desire to “roll up sleeves” and get the job done, ensuring tasks are completed to a high standard
• Passionate about delivering exceptional customer experiences and contributing to process improvements that enhance team efficiency
• If you meet most, but not all, of the qualifications listed above, we still encourage you to apply. We recognize that strong candidates come from a wide range of backgrounds and experiences, and we value the diversity of perspectives that brings

### What the job involves

• The Support Automation Engineer is responsible for efficiently resolving technical support tickets by applying software engineering principles and AI-assisted technologies
• They diagnose, debug, and engineer software-centric solutions, often writing or modifying code, developing automation, and integrating AI tools into workflows to resolve problems effectively and sustainably
• In this role, you’ll apply your software development experience - including debugging, scripting, understanding systems, and using engineering judgment - to both fix issues in production systems and build tooling that streamlines the support process
• You’ll leverage AI not as a replacement, but as an augmentation of your engineering capabilities to accelerate investigation, generate accurate responses, automate repetitive tasks, and contribute toward scalable support solutions
• This combination ensures high-quality outcomes for customers and elevates the support organization’s technical maturity and efficiency
• This position follows standard business hours in your local time zone (generally 9:00am - 5:00pm)
• Given our globally distributed team, some flexibility may be required to accommodate collaboration across Pacific and GMT time zones
• This is a live role and we are planning to fill it as soon as possible
• Resolve the root cause of technical problems escalated from client-facing teams
• Stay up to date on product training and technical knowledge
• Ensure proper internal tagging and administration to identify support drivers for the product team
• Communicate and escalate emerging issues with Engineering (SRE) and Product teams via approved escalation paths
• Share feedback with Support Specialists and Team Leads for specific tickets that could have been resolved by Tier 1 but were escalated to Tier 2
• Contribute to the team's customer satisfaction metrics delivering feedback levels in line with SLA
• The Support Automation Engineer handles frontline support via email when there are scheduling gaps or unexpected volume spikes
• Assist in the support team as a mentor, trainer or technical coach as needed
• Participate in and assist with Support’s strategic projects as needed
• Act as point of contact for and become an expert in troubleshooting Support issues
• Help identify opportunities for process and product improvements within the Certn Support team and make recommendations to management and leadership
• Document Technical Support processes and troubleshooting guides for other client-facing teams in Guru
• Help identify opportunities for improvement to Certn Help public self-help documentation and work with Knowledge Management stakeholders to implement improvements

### Benefits

• 4 weeks paid vacation
• 12 wellness days
• Extensive health benefits
• Family support program (including support for new parents and caregivers)
• Remote-first and support for flexible remote arrangements
• Green transportation allowance
• Fitness & wellness allowance
• Work from home allowance
• Professional development Budget
• And a few more goodies!