Senior Tooling and Automation Engineer

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

📋 Description

• Design, develop, and sustain integrations between platforms utilizing APIs, webhooks, and email.

• Create connecting code, skills, and applications with the aid of AI-assisted development tools.

• Manage Jira Service Management settings, which include screens, workflows, custom ticket and request types, automations, and queues.

• Recognize and mitigate noise within the human and system alerting cycles.

• Act as the senior escalation point for issues relating to broken integrations, errant automation, custom scripts, and false-positive alerts.

• Establish and uphold standards for core-tool integration and alerting.

• Collaborate with each platform's administrator regarding changes within their respective tools.

• Identify gaps in the tooling stack and drive build-or-buy decisions from business justification through evaluation and implementation.

• Ensure the deployment and optimization of every customer's tooling to fit their environment.

• Configure custom OS patching and observability alerting policies as agreed upon with customers.

• Clarify tooling functionalities to customers, including installation and impact.

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

• Operate within an ITIL-aligned change management framework.

• Document integrations, automations, and configurations to ensure the environment is auditable and not reliant on a single individual.

⛳️ Requirements

• Proven proficiency with AI-assisted coding tools (Claude, Cursor, Replit, or similar) to produce functional, maintainable code, with examples available for review.

• Practical experience in building integrations utilizing REST APIs, webhooks, and structured data formats (JSON, XML), including common authentication techniques.

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

• Functional knowledge of Git for source control management.

• Experience managing Jira Service Management or a similar ITSM platform, including workflows, request types, and automations.

• Familiarity with RMM, network monitoring, and backup tools.

• Experience in tuning alerting systems to minimize noise.

• Strong understanding of ITIL principles and change management processes.

• Excellent troubleshooting capabilities across platforms, integrations, and automation systems.

• Clear and effective customer-facing communication skills.

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

• Background in leading tool evaluations and vendor selection processes, including proof-of-concept activities and business justification.

• Knowledge of workflow automation or iPaaS platforms.

• Over 5 years of experience in an MSP or enterprise IT environment focusing on tooling, automation, or systems integration.

• Proven ability to build and manage integrations rather than simply using tools.

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

• Bachelor's degree in information technology or a related field, or equivalent hands-on experience.

• Capability to work within an ITIL-aligned change management framework.

• Employment eligibility verification through E-Verify.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• 401(k) retirement plan with company match (annual dollar cap applied).

• Flexible time off plan.

• 15 paid holidays.

• Sick leave (amount varies by state requirements and is at least the minimum required by any state).

• Short-term and long-term disability coverage.

• Life insurance.

• Paid parental leave.

• Reasonable accommodations throughout the hiring process.