Automations Engineer, Post Sales Systems

About the role

Join us and help redefine what's possible. As a Support Automation Engineer on the Post Sales Systems team, you will design, build, and maintain the automation and AI systems that power ClickUp's post-sales support organization.

Responsibilities

• AI-Powered Automation Design & Development

• 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.

• CX Systems Integration & Data Flow

• Ensure seamless data flow between Zendesk, Salesforce, ClickUp, Chili Piper, Maven AGI chatbot, and other tools in the support tech stack.
• 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.

• AI Capability Expansion

• 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.

• Reliability & Continuous Improvement

• 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.

• Cross-Functional Collaboration

• 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.

Qualifications

• Experience

• 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.

• Skills & Competencies

• Technical: Zendesk expertise, integration & API work, AI & LLMs, data & scripting, Salesforce integration.
• Operational & Mindset Ownership: Full responsibility for the systems you build, reliability, documentation, and continuous improvement.
• Velocity: Move fast, iterate, and ship. Embrace "done is better than perfect" when appropriate, but never at the expense of reliability or customer trust.
• AI & Automation mindset: Excited about LLMs and AI agents, not intimidated. Experiment, learn quickly, and know when to apply new tools and when to stick with what works.
• Cross-Functional Collaboration: Skilled communicator who can translate between technical and non-technical stakeholders. Ask clarifying questions, challenge assumptions respectfully, and build trust with the teams you support.
• Growth: Customer-centric and measure success not just by automation coverage, but by the real impact on support efficiency and quality.