Automation Engineer

Location: Burlington, VT (Hybrid)

Employment Type: Full-time

About the role

We are seeking an Automation Engineer to define and lead our push deeper into automation across our Managed Services Provider (MSP) organization. This role sits at the intersection of AI/ML, traditional scripting, and IT operations - building intelligent systems that improve how we run our business and deliver outcomes for clients, while balancing the needs of probabilistic and deterministic systems. You will automate internal workflows and service delivery processes and, increasingly, design AI-driven solutions that let us operate at scale with minimal manual intervention. It is a high-impact role that will directly shape our service quality, margin, scalability, and client experience. And feel free to show us what you're working on! Any links to your GitHub, scripts, or other coding projects you’ve written are always reviewed.

Responsibilities

• Identify, design, and implement automation to streamline MSP operational workflows.
• Integrate and automate workflows across RMM, PSA, monitoring, ticketing, and documentation platforms.
• Collaborate with Service Desk, NOC, and Engineering teams with an eye to eliminate repetitive tasks.
• Develop scripts, tools, and workflows with scalability in mind to reduce manual intervention and human error.
• Build and deploy AI-powered internal tools using large language model APIs (e.g., Anthropic, OpenAI) to automate decision-making, content generation, and operational triage.
• Design and maintain automated workflows that can handle multi-step operational tasks such as ticket enrichment, escalation routing, and documentation generation.
• Identify internal processes where AI-assisted summarization, classification, or prediction can reduce technician workload and improve response quality.
• Design automated remediation for common client issues (e.g., service restarts, disk cleanup, patch failures).
• Implement event-driven automation triggered by monitoring alerts.
• Automate client onboarding/offboarding processes.
• Leverage APIs to integrate with cloud platforms (Azure, M365, AWS, etc.).
• Contribute to automation frameworks for client environments (e.g., provisioning, compliance checks, security baselines).
• Design and implement AI-driven automation for ticket triage, issue categorization, root cause identification, and automated client communications.
• Develop client-facing deliverables such as automated health reports, anomaly summaries, and proactive alert narratives generated from telemetry data.
• Partner with client-facing teams to identify opportunities where automation can reduce ticket volume, accelerate resolution, and improve client satisfaction scores.
• Evaluate and integrate AI tooling and platforms (e.g., Claude Code / Cowork, AI-enabled RMM/PSA features, third-party LLM APIs) into client automation pipelines.

Requirements

• 5+ years of experience in IT operations and DevOps (within an MSP or similar environment is strongly preferred).
• Professional coding experience (PowerShell required; Python strongly preferred, especially for AI/ML integrations and API development).
• Experience working with RMM platforms, PSA/ticketing systems, Microsoft 365 / Azure, Windows Server environments.
• Experience working with APIs and automation frameworks.
• Strong understanding of IT infrastructure (networking, servers, cloud services).
• Strong understanding of CI/CD, Git, version control, and build-to-scale mindset.
• Ability to analyze workflows and identify automation opportunities.
• Strong documentation and process design skills.
• Ability to balance innovation with operational stability.
• Hands-on experience with AI/LLM APIs (Anthropic, OpenAI, etc.) and prompt engineering for practical automation use cases.
• Familiarity with agentic AI frameworks (e.g., LangChain, AutoGen, Semantic Kernel) or demonstrated ability to build multi-step AI-driven workflows.
• Demonstrated curiosity and self-direction when it comes to exploring new AI capabilities and applying them to real business problems.
• At least 5+ years of technical experience is required.
• Compensation is negotiable depending on experience.

Skills

• Curious and self-directed – follows threads, reads unassigned documentation, figures things out before asking for help.
• Collaborative – pulls people in, brings them along, cares that others can understand what you built, teaches even when not required.
• Organized – holds multiple threads, communicates when things shift, brings structure to chaotic environments.
• Clear on the difference between interesting and useful, disciplined enough to stay on the useful side even when things move fast.

Benefits

• Health, dental, and vision coverage with generous employer contributions
• Company-sponsored Life, STD/LTD Disability, and Workers’ Compensation
• 401(k) with 4