Support Automation Engineer
Support Automation Engineer
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Job Description
The Role:
We are seeking a highly skilled Support Automation Engineer to join our Support
Systems team. The ideal candidate will have a strong understanding of workflow
automation and experience implementing integrations across enterprise support and
collaboration platforms. This role will focus on the design delivery and
documentation of automation solutions enabling internal teams to take over
ownership and ongoing operations after deployment.
As a contributor to our support modernization efforts you will play a key role in building
the automation foundations that reduce manual workload improve incident handling
and streamline notification and ticketing processes across tools like Jira Zendesk
ServiceNow Power Automate and Microsoft Teams.
Responsibilities:
Automation Design and Implementation
Design and implement automated workflows for support processes such as issue
intake triage escalation and notification using tools like:
Power Automate
Jira Automation
ServiceNow (Workflows and API triggers)
Zendesk Triggers and Automations
Slack and Teams channel notifications
Outlook/Exchangebased routing and alerts
Integration Development
Build integrations between support platforms to enable automated ticket creation
eventbased alerts and synchronized status updates. Typical integration points
include:
Jira ServiceNow Zendesk and Aha!
Email and messaging channels for notifications
Microsoft Dataverse or similar systems for data sharing and logic handling
Monitoring and Notification Routing
Establish flows that connect system monitoring platforms to notification systems and
incident creation pipelines. Implement logic to distribute alerts and updates via
multiple channels including:
Email (Outlook DLs)
SMS or Web Portal
Slack and Teams
Webhookbased channels
Documentation and Operational Handoff
Develop comprehensive documentation to support internal operational teams
including:
Workflow definitions and diagrams
Configuration and implementation notes
Runbooks and handoff guides
Collaborate with internal teams to ensure smooth transition and maintainability
of automation solutions postdeployment.
Requirements:
Proven experience implementing automation across platforms such as Jira
Zendesk ServiceNow Power Automate Slack Teams and Outlook
Strong understanding of support ticket workflows L1/L2 escalation processes
and routing logic
Experience developing system integrations using native connectors and APIs
Proficiency in building forms triggers and conditional logic to automate intake
and notification flows
Strong documentation skills with a focus on maintainability and knowledge
transfer
Ability to work independently while collaborating across crossfunctional teams
Nicetohaves
Experience with automation across observability and monitoring systems
Familiarity with Business Map (Kanbanize) Aha! and c365 Dataverse
Experience with notification subscription models and multichannel distribution
logic
C LSK
Employment Type
Full Time
