Automation Engineer

About the role

The Automation Engineer is responsible for building the technical foundation of our customer experience organization. In this role, you'll identify manual, repetitive work across how we onboard, support, and retain customers — and help engineer better solutions. You'll work on tools, integrations, and automated workflows that make our team more efficient and our customers more self-sufficient. This is a hands-on builder role where you'll grow your skills across real production systems with meaningful impact from day one.

Process and Workflow Automation

• Partner with the Customer Success and Support teams to identify manual processes and build automated replacements that are reliable and easy to maintain.
• Example projects:
• Guided onboarding workflows that walk new customers through implementation steps and reduce back-and-forth between the customer and our internal team.
• Automated validation of client data during implementation to help customers complete configuration steps more independently.
• Personalized outreach to accounts showing usage gaps, triggered by predefined signals.
• Automated collection and categorization of customer feedback across support channels.

Internal Tool Development

• Build and maintain the internal tools our team uses daily, from data queries to deployed applications.
• Example projects:
• A consolidated dashboard showing account health, support queue status, onboarding stage, and renewal risk.
• Alerting logic that routes the right signal to the right person with a recommended next action.
• Account briefings that give the success team context before engaging a flagged customer.

Systems Integration

• Connect data sources through APIs so that customer’s information flows across the organization without manual data entry or duplication.
• Example projects:
• A unified account view joining product usage, support history, and billing data.
• Real-time sync between the support platform and implementation tracking.

Customer Self-Service and Signal Detection

• Contribute to customer-facing tools and monitoring systems that surface early warning signals from usage and support data.
• Example projects:
• A self-service portal where administrators can run configuration changes and pull usage reports independently.
• An automated assistant grounded in product documentation and support history that resolves common technical queries without human escalation.
• A risk identification system that surfaces at-risk accounts before the renewal window, drawing on usage, support, and billing signals.

Skills and Competencies

• Process Thinking: Ability to look at a manual workflow and identify what should be automated versus what needs a human.
• Tool Curiosity: Willingness to explore the right tool for each job — whether that's a script, a low-code platform, or an AI-assisted workflow.
• Technical Foundation: Comfortable with Python, SQL, and APIs, and an understanding of what your tools are used under the hood.
• Customer Empathy: Build with the end user in mind and care about whether what you ship actually helps.
• Ownership Mindset: Follow through on what you build and take responsibility for how it performs.

Technology Operation

Raleigh, NC