Support Automation Engineer I

Certn is changing how trust works with The World's Easiest Background Check. The Support Automation Engineer is responsible for efficiently resolving technical support tickets by applying software engineering principles and AI-assisted technologies.

Requirements

• Exceptional written and verbal business English, with the ability to communicate clearly and professionally with both technical and non-technical audiences.
• A Computer Science degree (or equivalent).
• Minimum of 2 years of experience in technical support, customer service, or fast-paced SaaS/technology-driven environments.
• Strong technical troubleshooting and problem-solving skills, with the ability to diagnose root causes, analyze complex issues, and resolve them efficiently.
• Experience working within defined SLAs, with the ability to prioritize and manage multiple cases effectively.
• Proven ability to escalate, track, and manage critical issues effectively, ensuring timely resolution and customer satisfaction.
• Experience working cross-functionally with support, product, and engineering teams.
• Hands-on experience creating and maintaining troubleshooting guides, FAQs, and internal documentation, with a high level of accuracy and attention to detail.
• Familiarity with CRMs and ticketing software such as Zendesk, Atlassian products, and other SaaS tools commonly used in customer support.
• Strong client-facing experience handling inquiries via live chat, email, and phone, with a passion for delivering exceptional service.
• Comfort working in fast-paced, ambiguous environments, with the adaptability and learning agility to quickly master new tools, technologies, and processes.
• A proactive mindset with the desire to “roll up sleeves” and get the job done, ensuring tasks are completed to a high standard.
• Passionate about delivering exceptional customer experiences and contributing to process improvements that enhance team efficiency.

Benefits

• Time Off: 32 paid time off days per year
• Remote Life Perks: One-time $500 Work From Home Stipend
• Growth Fuel: $1,000 in Professional Development budget per year
• Ownership & Impact: Your work matters and you’ll see it touch millions