Automations Engineer, Post Sales Systems

Vaga não está no LinkedIn

🕒 Julho 10

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $144.000 - $181.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

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ClickUp

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2017

☁️ SaaS

⚡ Produtividade

🏢 Corporativo

💰 $400.000.000 Series C - ClickUp em 2021-10

SaaS • Productivity • Enterprise

O ClickUp é uma plataforma de gerenciamento de trabalho e produtividade baseada em nuvem (SaaS) que consolida projetos, documentos, chat, rastreamento de tempo, automações e agentes "Super Agents" movidos por IA em um único espaço de trabalho. Ele ajuda equipes e empresas a simplificar fluxos de trabalho, substituir pilhas de software fragmentadas e aumentar a produtividade com integrações, agentes/fluxos de trabalho personalizáveis e segurança e conformidade em nível empresarial.

Descrição

• 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. • 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. • 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. • 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. • Work closely with GTM Support teammates and leadership on intake, prioritization, and task execution.

🎯 Requisitos

• 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. • 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.

🏖️ Benefícios

• Equity • 401k • Health, Dental, and Vision insurance • Spending accounts • Life & Disability • Paid parental leave • Flexible paid time off • Enhanced employee assistance program • Employee wellness stipend • Professional development stipend