About the Role
The role involves diagnosing and solving technical challenges related to automation workflows, integrations, and system configurations in a scalable environment. The engineer collaborates with cross-functional teams to deliver timely resolutions and improve support processes.
Responsibilities
- Analyze and resolve technical issues related to automation features
- Provide expert-level support for platform integrations and workflow execution
- Diagnose system performance problems and implement corrective actions
- Collaborate with engineering teams to escalate and track defects
- Document troubleshooting procedures and resolution steps
- Respond to customer inquiries within defined service level agreements
- Support incident management and root cause analysis
- Guide customers through configuration best practices
- Maintain up-to-date knowledge of platform updates and patches
- Assist in validating fixes and patches in test environments
- Work closely with product teams to communicate customer feedback
- Participate in on-call rotations for critical issues
- Troubleshoot integration points between systems and third-party tools
- Evaluate automation scripts for performance and stability
- Ensure data integrity during system transitions and upgrades
- Support migration efforts involving automation components
- Identify recurring issues and recommend systemic improvements
- Contribute to knowledge base content creation
- Perform root cause analysis on escalated support tickets
- Assist in training new support team members
- Monitor system health and proactively address anomalies
- Coordinate with security teams on compliance-related concerns
- Validate access controls and role configurations
- Support audit requests related to automation processes
- Maintain accurate case documentation and customer communication
Nice to Have
- ServiceNow Certified System Administrator
- Experience with ServiceNow automation tools
- Knowledge of CI/CD pipelines and DevOps practices
- Exposure to large-scale enterprise deployments
- Background in incident or problem management
- Prior experience with support escalation processes
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model
Team
Part of the global technical support team focused on automation solutions
What You’ll Do
- Diagnose and resolve complex technical issues in automation workflows
- Support customers using cloud-based service delivery platforms
- Work with internal teams to improve product reliability
- Drive resolution of high-severity incidents
- Contribute to long-term stability of automation systems
What You Need
- Solid foundation in software troubleshooting and system analysis
- Experience supporting enterprise clients in technical roles
- Ability to interpret code and automation logic
- Strong written and verbal communication skills
- Willingness to adapt to evolving technology demands
Available for qualified candidates
