Note: The job is a remote job and is open to candidates in USA. ClickUp is an AI-native company focused on building a converged AI workspace. As a Support Automation Engineer on the Post Sales Systems team, you will design and maintain automation systems that enhance customer experience and reduce manual efforts in support operations.
Responsibilities
- 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
- 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
- Partner with the Support and Success organizations and key stakeholders to translate business requirements into technical specifications
- Contribute to the GTM Systems Engineering operating model: maintain task hygiene and communicate proactively on large initiatives
Skills
- 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
- 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
- Ownership: You take full responsibility for the systems you build-reliability, documentation, and continuous improvement included
- Velocity: You move fast, iterate, and ship
- AI & Automation mindset: You're excited about LLMs and AI agents, not intimidated
- Collaboration: You're a skilled communicator who can translate between technical and non-technical stakeholders
- Growth: You're customer-centric and measure success not just by automation coverage, but by the real impact on support efficiency and quality
- Experience with ClickUp, Maven/chatbots, GTM systems, or support-focused SaaS operations
Company Overview