Automations Engineer, Post Sales Systems

ClickUp·United States·10 июля

Automations Engineer, Post Sales Systems

🏢 ОфисMiddleПолная занятость

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Наша компания

At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀 JOB SUMMARY

О роли

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. You'll be responsible for translating business workflows in Zendesk and related CX platforms into scalable, intelligent automations that reduce manual effort, improve customer experience, and free up our support te

Чем предстоит заниматься

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

Own the full lifecycle of an automation: discovery, design, build, testing, deployment, and ongoing optimization based on usage and feedback

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

Design integration patterns that keep data clean, up-to-date, and accessible to downstream systems without creating maintenance nightmares

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

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

Log AI/automation work in the team's AI Excellence registry to promote transparency and cross-team learning

Наши требования

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

Optional but valued: experience with ClickUp, Maven/chatbots, GTM systems, or support-focused SaaS operations

SKILLS & COMPETENCIES

Zendesk expertise: Hands-on experience with automations, triggers, business rules, and configuration (admin-level proficiency or higher)

Integration & API work: Comfortable with REST APIs, webhooks, and integration platforms (Retool, Workato, Zapier, or similar low-code tools)

AI & LLMs: Familiarity with prompt engineering, LLM APIs (OpenAI, Claude, etc.), MCP, and how to safely integrate AI into production workflows. You don't need to be an ML engineer, but you should understand when and how to apply AI to solve real problems

Data & scripting: Comfortable working with JSON, SQL, or light scripting (Python, JavaScript) to build data pipelines and transform data between systems

Salesforce integration: Understanding of Zendesk-to-Salesforce sync workflows, object relationships, and common integration patterns

Дополнительно

Monitor automation health, error rates, and SLAs; proactively identify and resolve issues before they impact support operations

Gather feedback from support teams and stakeholders; iterate on existing automations to improve accuracy, reduce false positives, and adapt to evolving business needs

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

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

Ownership: You take full responsibility for the systems you build—reliability, documentation, and continuous improvement included. You don't hand off and walk away

Velocity: You move fast, iterate, and ship. You embrace "done is better than perfect" when appropriate, but never at the expense of reliability or customer trust

AI & Automation mindset: You're excited about LLMs and AI agents, not intimidated. You experiment, learn quickly, and know when to apply new tools and when to stick with what works

Collaboration: You're a skilled communicator who can translate between technical and non-technical stakeholders. You ask clarifying questions, challenge assumptions respectfully, and build trust with the teams you support

Growth: You're customer-centric and measure success not just by automation coverage, but by the real impact on support efficiency and quality

Zendesk: Primary CX platform—automations, triggers, custom fields, custom apps, and reporting

ClickUp Super Agents: AI-powered automation and task orchestration within the ClickUp ecosystem

Salesforce: Zendesk-to-Salesforce integration, data sync, field mapping, and cross-system workflows

Integration stack: Workato, Zapier, and possibly Retool for custom apps and workflow orchestration

Maven chatbot & AI tools: In-app support, ticket automation, and AI-driven customer interactions

Data & reporting: ClickUp, Salesforce dashboards, and custom data pipelines for support metrics and insights

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Visa Sponsorship

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions

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ClickUp

United States

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ЗанятостьПолная занятость

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Опубликовано10 июля

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