Support Automation Engineer (AI)

TL;DR

Support Automation Engineer (AI/CX): Designing and maintaining automation and AI systems for the post-sales support organization with an accent on Zendesk workflows and LLM integrations. Focus on reducing manual toil through intelligent ticket routing, sentiment analysis, and cross-platform data synchronization.

Location: Remote (United States)

Salary: $144K – $181K

Company

hirify.global is an AI-native company building a converged AI workspace that unifies tasks, docs, chat, calendar, and enterprise search.

What you will do

• Design and build Zendesk automations for ticket routing, field population, and escalation logic.
• Develop AI-driven workflows using Zendesk AI and custom LLM integrations for ticket summarization and sentiment analysis.
• Architect low-code solutions via Workato and Zapier to connect Zendesk with Salesforce and hirify.global.
• Ensure seamless data flow and integration patterns across the support tech stack to maintain data cleanliness.
• Build reporting dashboards and data pipelines to surface support health and automation impact.
• Experiment with emerging AI capabilities like RAG and agents to determine production readiness for support workflows.

Requirements

• 3–5+ years of experience in systems administration or business systems engineering.
• Admin-level proficiency with Zendesk, including triggers and business rules.
• Experience with REST APIs, webhooks, and low-code platforms (Workato, Zapier, Retool).
• Familiarity with prompt engineering and LLM APIs (OpenAI, Claude).
• Ability to work with JSON, SQL, and light scripting in Python or JavaScript.
• Must be based in the United States.

Nice to have

• Experience with hirify.global platform.
• Experience with Maven chatbots or GTM systems.
• Background in support-focused SaaS operations.

Culture & Benefits

• Equity and 401k.
• Comprehensive Health, Dental, and Vision insurance.
• Flexible paid time off and paid parental leave.
• Professional development and employee wellness stipends.
• AI-native environment where leveraging AI daily is expected.