Automation Support Engineer

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Requirements:

• Strong organizational and time management skills.
• Excellent communication, critical thinking, and analytical skills.
• Preferred experience: working with Customer Service CRMs (e.g., ServiceCloud, Zendesk, Freshdesk, Gorgias).
• Experience working in a Support function.
• Experience working in E-commerce.
• Experience building automated process flows.
• Interest in AI and Machine Learning concepts.

Responsibilities:

• Part of the Support function within the Service Delivery department.
• Triaging ad-hoc support requests from customers.
• Supporting Solution Engineering team with maintenance of existing solutions.
• Configuration, optimization, documentation, testing, monitoring, and troubleshooting.
• Ensure timely triaging of customer issues by managing multiple technical support requests.
• Attend sprint ceremonies to prioritize and review support requests.
• Adapt and optimize automation processes via Visual Flow Builder.
• Write and maintain documentation of technical configurations and processes.
• Contribute to internal initiatives to improve Service Delivery.
• Identify and communicate product enhancement potential to the Product team.