Support Automation Engineer

$46,320 - $57,900/yr

Support Automation Ticket Routing Automation Architecture & Maintenance AI Workflow Design (using GPTs / LLMs) Zendesk Slack Microsoft Teams Asana ClickUp Jira

Certn

Apply Now

Role Overview

Join Certn as a Support Automation Engineer I and help revolutionize how trust works through The World's Easiest Background Check. As part of a team that's raised $127M+ and earned Deloitte Fast 50™ recognition three years running, you'll be at the forefront of solving real problems for real people.

This role combines software engineering principles with AI-assisted technologies to efficiently resolve technical support tickets. You'll diagnose, debug, and engineer software-centric solutions while writing code, developing automation, and integrating AI tools into workflows. This position offers the opportunity to apply your software development experience to both fix production issues and build tooling that streamlines support processes.

Working in standard business hours with some flexibility for global collaboration, you'll leverage AI as an augmentation of your engineering capabilities to accelerate investigations, generate accurate responses, and contribute toward scalable support solutions that serve millions of users.

Responsibilities

Resolve root causes of technical problems escalated from client-facing teams
Apply software engineering principles and AI-assisted technologies to support workflows
Write and modify code to develop automation solutions for support processes
Diagnose, debug, and engineer software-centric solutions for production issues
Handle frontline support via email during scheduling gaps or volume spikes
Communicate and escalate emerging issues with Engineering and Product teams
Document technical support processes and troubleshooting guides
Mentor and provide technical coaching to support team members
Identify opportunities for process and product improvements
Maintain proper internal tagging and administration for support analytics

Requirements

Computer Science degree or equivalent
Minimum 2 years experience in technical support, customer service, or SaaS environments
Strong technical troubleshooting and problem-solving skills
Experience working within defined SLAs and managing multiple cases
Proven ability to escalate, track, and manage critical issues effectively
Experience working cross-functionally with support, product, and engineering teams
Hands-on experience creating and maintaining technical documentation
Familiarity with CRMs and ticketing software like Zendesk and Atlassian products
Strong client-facing experience with live chat, email, and phone support
Exceptional written and verbal business English communication skills

Nice to Have

Experience with AI tools and automation technologies
Background in software development or engineering
Knowledge of background screening or compliance industries
Experience with knowledge management systems like Guru

Benefits & Perks

32 paid time off days per year
One-time $500 Work From Home Stipend
$1,000 Professional Development budget annually
Remote-first work environment
Opportunity for ownership and impact on products used by millions

About the Company

Certn is revolutionizing background checks with The World's Easiest Background Check platform. The company has raised over $127M and earned Deloitte Fast 50™ recognition for three consecutive years, focusing on helping people move faster into jobs, homes, and opportunities by simplifying the path to trust.