Support Automation Engineer I

📋 Description

• • As a Support Automation Engineer I at Certn Inc., you will be at the forefront of revolutionizing how trust is established through efficient and innovative background check solutions. This role is pivotal in leveraging software engineering principles and cutting-edge AI technologies to resolve complex technical support tickets, ensuring a seamless experience for our clients.
• • You will be responsible for diagnosing, debugging, and engineering robust software-centric solutions. This involves not only writing and modifying code but also developing sophisticated automation tools and integrating AI capabilities into existing workflows to achieve effective and sustainable problem resolution.
• • Your primary focus will be on applying your software development expertise, including debugging, scripting, system comprehension, and sound engineering judgment, to address issues within production systems and to construct tools that optimize the support process.
• • A key aspect of this role is the strategic utilization of AI. You will employ AI not as a substitute for human ingenuity, but as a powerful enhancer of your engineering skills. This will enable you to accelerate investigations, generate precise and contextually relevant responses, automate mundane and repetitive tasks, and ultimately contribute to the development of scalable and resilient support solutions.
• • By merging your technical acumen with AI-driven insights, you will ensure the delivery of high-quality outcomes for our customers. Simultaneously, you will play a crucial role in elevating the technical maturity and operational efficiency of the entire support organization.
• • This position operates under standard business hours within your local time zone, typically from 9:00 am to 5:00 pm. Due to our globally distributed team, a degree of flexibility may be necessary to facilitate effective collaboration across Pacific and GMT time zones.
• • You will be instrumental in resolving the root causes of technical problems that are escalated from our client-facing teams, ensuring swift and accurate solutions.
• • Maintaining up-to-date knowledge of product training and technical advancements will be essential to your success in this role.
• • You will ensure that internal tagging and administration processes are meticulously managed to accurately identify key support drivers, providing valuable insights for the product team.
• • A critical responsibility includes communicating and escalating emerging issues to the Engineering (SRE) and Product teams through established escalation channels, ensuring timely awareness and action.
• • You will actively share feedback with Support Specialists and Team Leads regarding specific tickets that could have been resolved at a Tier 1 level, thereby enhancing overall support efficiency and knowledge transfer.
• • Contributing to the team's customer satisfaction metrics by delivering feedback levels in line with Service Level Agreements (SLAs) is a core expectation.
• • In instances of scheduling gaps or unexpected volume spikes, you will provide direct frontline support via email, ensuring continuous customer engagement.
• • You will serve as a valuable resource for the support team, potentially acting as a mentor, trainer, or technical coach to colleagues as needed.
• • Participation in and assistance with strategic support projects will be required, contributing to the continuous evolution of our support operations.
• • You will act as a primary point of contact and develop deep expertise in troubleshooting Support-related issues, becoming a go-to resource for complex problems.
• • Identifying opportunities for process and product improvements within the Certn Support team and presenting actionable recommendations to management and leadership will be a key contribution.
• • You will be responsible for documenting Technical Support processes and creating comprehensive troubleshooting guides for other client-facing teams, storing this knowledge in Guru.
• • You will also help identify areas for enhancement in Certn Help's public self-help documentation and collaborate with Knowledge Management stakeholders to implement these improvements, empowering users with accessible information.
• • This role demands a proactive approach to problem-solving, a commitment to continuous learning, and a passion for delivering exceptional customer experiences while driving operational excellence.