Support Automation Engineer I

Role Overview

• Resolve the root cause of technical problems escalated from client-facing teams
• Stay up to date on product training and technical knowledge
• Ensure proper internal tagging and administration to identify support drivers for the product team
• Communicate and escalate emerging issues with Engineering (SRE) and Product teams via approved escalation paths
• Share feedback with Support Specialists and Team Leads for specific tickets that could have been resolved by Tier 1 but were escalated to Tier 2
• Contribute to the team's customer satisfaction metrics delivering feedback levels in line with SLA
• The Support Automation Engineer handles frontline support via email when there are scheduling gaps or unexpected volume spikes
• Assist in the support team as a mentor, trainer or technical coach as needed
• Participate in and assist with Support’s strategic projects as needed
• Act as point of contact for and become an expert in troubleshooting Support issues
• Help identify opportunities for process and product improvements within the Certn Support team and make recommendations to management and leadership
• Document Technical Support processes and troubleshooting guides for other client-facing teams in Guru
• Help identify opportunities for improvement to Certn Help public self-help documentation and work with Knowledge Management stakeholders to implement improvements

Requirements

• Exceptional written and verbal business English, with the ability to communicate clearly and professionally with both technical and non-technical audiences.
• A Computer Science degree (or equivalent).
• Minimum of 2 years of experience in technical support, customer service, or fast-paced SaaS/technology-driven environments.
• Strong technical troubleshooting and problem-solving skills, with the ability to diagnose root causes, analyze complex issues, and resolve them efficiently.
• Experience working within defined SLAs, with the ability to prioritize and manage multiple cases effectively.
• Proven ability to escalate, track, and manage critical issues effectively, ensuring timely resolution and customer satisfaction.
• Experience working cross-functionally with support, product, and engineering teams.
• Hands-on experience creating and maintaining troubleshooting guides, FAQs, and internal documentation, with a high level of accuracy and attention to detail.
• Familiarity with CRMs and ticketing software such as Zendesk, Atlassian products, and other SaaS tools commonly used in customer support.
• Strong client-facing experience handling inquiries via live chat, email, and phone, with a passion for delivering exceptional service.
• Comfort working in fast-paced, ambiguous environments, with the adaptability and learning agility to quickly master new tools, technologies, and processes.
• A proactive mindset with the desire to “roll up sleeves” and get the job done, ensuring tasks are completed to a high standard.
• Passionate about delivering exceptional customer experiences and contributing to process improvements that enhance team efficiency.

Benefits

• 32 paid time off days per year
• One-time $500 Work From Home Stipend
• $1,000 in Professional Development budget per year