Support Automation Manager
New
G
GismartMobile App Development
Remote (Ukraine)Full-TimeManager
Salary not disclosed
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Job Details
- Languages
- Advanced English proficiency (C1—C2)
- Required Skills
- JavascriptRESTful APIsJSONZendeskPrompt Engineering
Requirements
- Advanced English proficiency (C1—C2), both written and spoken.
- Strong expertise in Zendesk, including triggers, tags, macros, and SLA settings.
- Experience developing automations on low-code platforms (n8n).
- Proficiency in n8n: creating complex workflows, integrating APIs, and troubleshooting issues.
- Experience integrating third-party tools and services using APIs (e.g., ticket management, CRM, payment platforms).
- Experience working with REST APIs, authentication methods (OAuth, API keys), and JSON payloads.
- Experience with payment platforms (e.g. PayPal, Stripe).
- Basic understanding of Large Language Models (LLMs), prompt engineering, or AI-powered automation workflows.
- Strong analytical mindset with the ability to investigate complex production issues.
Responsibilities
- Monitor active workflows to ensure consistent performance and stability.
- Design, build, and maintain automation workflows using tools like n8n, prioritizing modularity and reusability.
- Write and maintain scripts (JavaScript) and use low-code tools to support new automation cases.
- Integrate Zendesk with third-party automation platforms and monitor their stability.
- Troubleshoot automation workflows regularly, proactively resolving errors and refining functionality.
- Work with AI models (LLMs) to build, improve, and optimize customer support automations.
- Collaborate closely with the backend team to ensure smooth integration of AI solutions.
- Log key automation activities and updates in Confluence to keep the team informed.
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