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Automation Engineer (Customer Service)
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Automation Engineer (Customer Service)
This is an engineering role focused on transforming repetitive Customer Service operations into scalable, reliable automation.
You will design and build automated workflows, AI-powered agents, self-service experiences, and integrations with internal systems.
Your work will directly reduce manual effort while helping support teams handle growing customer volumes more efficiently.
You will work hands-on with ticketing data, APIs, LLMs, workflow automation tools, and cloud infrastructure.
The role combines backend engineering with applied AI, giving you the opportunity to solve practical operational challenges at scale.
You will also contribute to automation for billing, quota management, customer notifications, and planned infrastructure operations.
The environment is fast-moving and international, with substantial ownership and opportunities to work on impactful AI infrastructure projects.
Accountabilities
- Build agents and automation scripts that streamline quota request processing, one of the largest areas of manual engineering work within Customer Service.
- Develop self-service workflows for billing and data-related requests, including payment method updates, account deletion, marketing opt-outs, and invoice retrieval.
- Design, build, and maintain LLM-powered agents that help support engineers resolve complex customer tickets more efficiently.
- Develop and maintain N8N workflows for customer notifications and event-driven operational processes.
- Integrate automation solutions with REST APIs, including Jira, billing systems, and other internal platforms.
- Contribute to tooling supporting planned cluster operations, including infrastructure workflows, Terraform configurations, and operational runbooks.
- Maintain and continuously improve existing automation as customer and ticket volumes increase.
- Design automation systems with reliability, maintainability, scalability, and operational simplicity in mind.
- Work closely with Customer Service and engineering stakeholders to identify repetitive processes and convert them into effective automated solutions.
- Evaluate and adopt appropriate technologies and approaches to improve the efficiency and quality of customer-facing operations.
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Requirements
- 3+ years of software engineering experience, preferably with a focus on automation, backend development, integrations, or related areas.
- Strong Python development skills and the ability to build maintainable production-quality automation.
- Hands-on experience working with REST APIs and integrating multiple external or internal systems.
- Practical experience working with LLM APIs, AI agents, or other applied AI technologies.
- Strong understanding of how to design reliable, maintainable, and scalable automation systems.
- Ability to investigate operational problems, identify opportunities for automation, and translate requirements into practical technical solutions.
- Strong problem-solving skills and a proactive approach to identifying improvements.
- Comfortable collaborating with non-engineering stakeholders and translating operational needs into technical solutions.
- Working proficiency in English.
- Experience with N8N, Temporal, or similar workflow automation platforms is a plus.
- Experience with Jira APIs or other ticketing systems is a plus.
- Experience with Terraform or cloud infrastructure is a plus.
- Knowledge of Kubernetes and containerization is a plus.
- Previous experience in support engineering, customer operations, or an adjacent function is a plus.
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Benefits
- Competitive compensation.
- Career growth and continuous learning opportunities.
- Flexible working environment with a high degree of ownership.
- Opportunity to work on practical AI and automation projects with direct operational impact.
- International environment with highly experienced and technically skilled teams.
- Fast-moving culture focused on meaningful impact, experimentation, and continuous improvement.
- Opportunity to contribute to the development of automation systems supporting a growing AI infrastructure platform.
- Exposure to modern technologies spanning LLMs, APIs, workflow automation, cloud infrastructure, and developer tooling.
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