Senior Tooling and Automation Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, develop, and manage integrations between various platforms utilizing APIs, webhooks, and email services.

• Create connecting code, skills, and applications leveraging AI-assisted development tools.

• Take ownership of Jira Service Management configuration, encompassing screens, workflows, custom ticket and request types, automations, and queues.

• Identify and mitigate noise throughout the alerting cycle to ensure that only actionable alerts are delivered to the team.

• Act as the senior escalation point for issues related to tooling failures, broken integrations, malfunctioning automation, custom scripts, and false-positive alerts.

• Establish and uphold standards for tooling integrations and alert notifications.

• Collaborate with platform administrators to implement changes within their respective tools.

• Identify gaps in tooling and guide build-or-buy decisions from business justification to evaluation and deployment.

• Ensure that each customer's tooling is completely deployed and appropriately configured for their environment.

• Set up custom OS patching and observability alerting policies agreed upon with customers.

• Articulate tooling functionalities to customers, including its purpose, installation process, and environmental implications.

• Generate service level objectives, utilization metrics, and operational reports for delivery leadership.

• Conduct work within a change management framework aligned with ITIL principles.

• Maintain documentation for integrations, automations, and configurations to ensure auditability and continuity.

⛳️ Requirements

• Over 12 years of IT experience.

• More than 5 years focused on tooling, automation, or systems integration within IT environments.

• Proven experience in building and managing integrations rather than solely utilizing tools.

• MUST BE fluent in English.

• Experience as the primary or sole individual accountable for an entire tooling stack.

• Proficient in AI-assisted coding tools such as Claude, Cursor, or Replit, including working code examples.

• Practical knowledge of REST APIs, webhooks, JSON, XML, and standard authentication methods.

• Scripting and development proficiency in Python, PowerShell, or JavaScript.

• Familiarity with Git for source control management.

• Experience in administering Jira Service Management or a similar ITSM platform, covering workflows, request types, and automations.

• Working knowledge of RMM, network monitoring, and backup tools.

• Background in tuning alerts to minimize noise.

• Strong understanding of ITIL principles and change management processes.

• Exceptional troubleshooting skills across platforms, integrations, and automation processes.

• Effective, customer-facing communication style.

• Associate's or bachelor's degree in information technology or a related discipline, or equivalent hands-on experience.

• Preferred: Direct experience with NinjaOne, Auvik, Bocada Cloud, or Jira Service Management.

• Preferred: Experience in leading tool evaluations and vendor selection, including proof-of-concept work and business justification.

• Preferred: Familiarity with workflow-automation or iPaaS platforms.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible work arrangements and a supportive work environment.