Automations Engineer, Post Sales Systems

Key Responsibilities

AI-Powered Automation Design & Development

• Design and build automations in Zendesk that reduce repetitive support work: ticket routing, field population, note summarization, escalation logic, and customer outreach workflows.
• Develop AI-driven workflows using Zendesk AI, custom LLM integrations, and ClickUp Super Agents to automate tasks like ticket summarization, sentiment analysis, knowledge base matching, and response suggestions.
• Architect low-code/no-code automation solutions using Workato, Zapier, and similar integration platforms to connect Zendesk with Salesforce, ClickUp, Maven chatbot, and other tools.
• Own the full lifecycle of an automation: discovery, design, build, testing, deployment, and ongoing optimization based on usage and feedback.

CX Systems Integration & Data Flow

• Ensure seamless data flow between Zendesk, Salesforce, ClickUp, Chili Piper, Maven AGI chatbot, and other tools in the support tech stack.
• Design integration patterns that keep data clean, up-to-date, and accessible to downstream systems without creating maintenance nightmares.
• Build and maintain reporting dashboards and data pipelines that surface support health, automation impact, and team productivity metrics.
• Partner with the Support org to identify pain points, bottlenecks, and opportunities where AI and automation can deliver measurable value.

AI Capability Expansion

• Experiment with emerging AI/LLM capabilities (agents, RAG, fine-tuning) and determine which are production-ready for support workflows.
• Build reusable AI templates and patterns that other CX Systems team members can leverage, promoting consistency and reducing duplication.
• Collaborate with the broader GTM Systems Engineering team to share learnings and align on AI strategy across post-sales, sales, and finance domains.
• Log AI/automation work in the team's AI Excellence registry to promote transparency and cross-team learning.

Reliability & Continuous Improvement

• Monitor automation health, error rates, and SLAs; proactively identify and resolve issues before they impact support operations.
• Gather feedback from support teams and stakeholders; iterate on existing automations to improve accuracy, reduce false positives, and adapt to evolving business needs.
• Maintain documentation and runbooks so that support and CX teams understand how automations work and when to escalate issues.
• Help simplify and modernize existing architecture in Zendesk and connecting systems to improve long-term maintainability.

Cross-Functional Collaboration

• Work closely with GTM Support teammates and leadership on intake, prioritization, and task execution.
• Partner with the Support and Success organizations and key stakeholders to translate business requirements into technical specifications.
• Contribute to the GTM Systems Engineering operating model: maintain task hygiene and communicate proactively on large initiatives.

Qualifications

Experience

• 3–5+ years in systems administration, business systems engineering, or customer support platform work.
• Demonstrated experience building automations or integrations that have shipped to production and delivered measurable business value.
• Hands-on experience with CX platforms, particularly Zendesk at an admin level or higher.
• Experience in a high-velocity, collaborative environment where you wear multiple hats and adapt quickly.
• Optional but valued: experience with ClickUp, Maven/chatbots, GTM systems, or support-focused SaaS operations.

Skills & Competencies

Technical

• Zendesk expertise: Hands-on experience with automations, triggers, business rules, and configuration (admin-level proficiency or higher).
• Integration & API work: Comfortable with REST APIs, webhooks, and integration platforms (Retool, Workato, Zapier, or similar low-code tools).
• AI & LLMs: Familiarity with prompt engineering, LLM APIs (OpenAI, Claude, etc.), MCP, and how to safely integrate AI into production workflows.
• Data & scripting: Comfortable working with JSON, SQL, or light scripting (Python, JavaScript) to build data pipelines and transform data between systems.
• Salesforce integration: Understanding of Zendesk-to-Salesforce sync workflows, object relationships, and common integration patterns.

Operational & Mindset

• Ownership: Take full responsibility for the systems you build—reliability, documentation, and continuous improvement included.
• Velocity: Move fast, iterate, and ship. Embrace "done is better than perfect" when appropriate, but never at the expense of reliability or customer trust.
• AI & Automation mindset: Excited about LLMs and AI agents. Experiment, learn quickly, and know when to apply new tools.
• Collaboration: Skilled communicator who can translate between technical and non-technical stakeholders.
• Growth: Customer-centric and measure success by real impact on support efficiency and quality.

What You'll Work With

• Zendesk: Primary CX platform—automations, triggers, custom fields, custom apps, and reporting.
• ClickUp Super Agents: AI-powered automation and task orchestration within the ClickUp ecosystem.
• Salesforce: Zendesk-to-Salesforce integration, data sync, field mapping, and cross-system workflows.
• Integration stack: Workato, Zapier, and possibly Retool for custom apps and workflow orchestration.
• Maven chatbot & AI tools: In-app support, ticket automation, and AI-driven customer interactions.
• Data & reporting: ClickUp, Salesforce dashboards, and custom data pipelines for support metrics and insights.