Senior Support Ops & Enablement Specialist

TL;DR

Senior Support Ops & Enablement Specialist (Automation & AI): Identify inefficiencies across support workflows and deliver end-to-end automation and AI-driven improvement projects with an accent on intelligent ticket routing, response suggestions, deflection flows, and knowledge surfacing. Focus on building scalable integrations and operational runbooks by partnering with Support, Product, Engineering, and Data while measuring outcomes and iterating based on results.

Location: PH - Manila

Company

hirify.global builds software for model-based automation testing and related enterprise solutions.

What you will do

• Identify, scope, and deliver automation and AI-led improvement projects across internal support workflows and customer-facing experiences.
• Use AI tooling for intelligent ticket routing, response suggestions, deflection flows, and knowledge surfacing.
• Partner with ServiceNow to implement automations, improve data flows, and unlock operational efficiency.
• Translate support pain points into structured technical solutions and collaborate cross-functionally with Product, Engineering, and Data.
• Define success metrics, track outcomes, and iterate based on results.
• Maintain documentation for implemented solutions, integration architecture, and operational runbooks.

Requirements

• Demonstrable experience in operations, automation, or technical enablement with shipped automation/enablement work.
• Hands-on experience with low/no-code automation platforms such as n8n, Zapier, Make, or similar.
• Comfort working with APIs, configuring integrations, and troubleshooting connections between tools.
• Experience setting up scheduled jobs or event-driven workflows (cronjobs or equivalent).
• Data-driven mindset: define success metrics before building and measure impact after launch.
• Strong communication skills to translate technical concepts for non-technical stakeholders.

Nice to have

• Familiarity with ServiceNow (data model, workflow engine, or integration capabilities).
• Exposure to scripting languages, especially Python or JavaScript.
• Experience applying AI tooling in an operational context (e.g., LLM-powered workflows or AI chatbot configuration).
• Experience working with customer support in a SaaS environment.

Culture & Benefits

• Hybrid work arrangement: 3x onsite, 2x WFH.
• Day 1 HMO coverage with 3 free dependents.
• Market competitive salary plus a success-oriented bonus.
• Work with a market leader in model-based automation testing.
• Supportive and engaged leadership team.

Hiring process

• Interviews focused on automation/AI project delivery, technical enablement approach, and cross-functional collaboration.
• Discussion of how success metrics are defined, measured, and iterated after launch.