Automation Engineer 1, Tech Support

Job not on LinkedIn

🔥 29 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🤖 QA Automation Engineer

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• Contribute to the design, testing, deployment, and continuous improvement of AI-powered automations within the first 3–6 months. • Assist in building and maintaining AI-powered automations across support platforms for case routing, enrichment, resolution, and support operations. • Support testing and deployment of basic automation workflows, automation logic, APIs, and case routing scenarios. • Validate AI-generated responses for accuracy, contextual relevance, tone, completeness, grounding, and customer experience quality before production deployment. • Develop and execute regression tests for AI workflows, automation logic, APIs, and case routing scenarios. • Identify recurring automation failures, AI quality issues, hallucinations, knowledge gaps, workflow failures, and provide data-driven recommendations for improvement. • Participate in debugging, monitoring, root cause analysis, automation health monitoring, and continuous improvement of existing automations and AI workflows.

🎯 Requirements

• You have a basic understanding of programming, scripting, or automation concepts. • You have 1–2 years of experience in engineering, automation, technical support systems, or a related field. • You are comfortable validating AI-generated responses for accuracy, tone, contextual relevance, grounding, completeness, hallucinations, knowledge gaps, workflow failures, and customer experience impact. • You are interested in regression testing for AI workflows and automations, API and workflow validation, knowledge base quality feedback loops, AI quality metrics, automation health monitoring, root cause analysis, and continuous improvement responsibilities.

🏖️ Benefits

• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues. • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more. • We bring in special guests from time to time to discuss issues that impact our employee population.