Support Automation Manager

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

📋 Description

• Oversee active workflows to ensure consistent performance and stability.

• Identify and resolve incidents swiftly while taking ownership of reported issues.

• Conduct quality assurance on AI-generated support responses.

• Monitor the health of automation, including logs and alerts, to proactively spot issues.

• Ensure that production automations are dependable, scalable, and well-documented.

• Design, create, and sustain modular, reusable n8n automation workflows.

• Write and maintain JavaScript scripts, utilizing low-code tools for new automation scenarios.

• Align automations with Zendesk triggers and rules.

• Integrate Zendesk with external automation platforms while monitoring their stability.

• Manage authentication and secure integration of third-party APIs.

• Troubleshoot workflows, rectify errors, and enhance functionality.

• Develop and update automations for tickets, emails, Slack bots, analytics, and other purposes.

• Conduct A/B and multi-scenario tests to enhance automation effectiveness.

• Test various applications, request types, and support platforms.

• Track error logs and address failed workflow executions.

• Build, enhance, and optimize customer support automations using LLMs.

• Design workflows that prioritize reliability, error handling, idempotency, and maintainability.

• Document workflows and automation logic for team knowledge sharing purposes.

• Collaborate with backend teams on AI solution integrations and endpoint specifications.

• Work alongside DevOps to address server performance and automation challenges.

• Log significant automation activities and updates in Confluence.

• Collect feedback from support leads and agents while reviewing reported tickets.

• Inform support teams about new or revised automations.

• Communicate with the Head of Support regarding task management and roadmap updates.

• Clearly explain technical issues to both technical and non-technical stakeholders.

⛳️ Requirements

• Proficient in English (C1–C2), both written and spoken.

• Strong knowledge of Zendesk, including triggers, tags, macros, and SLA configurations.

• Experience with payment platforms like PayPal and Stripe.

• Background in developing automations on low-code platforms, particularly n8n.

• Comprehensive understanding of n8n, including complex workflows, API integrations, and troubleshooting.

• Proven experience integrating third-party tools and services via APIs for ticket management, CRM systems, payment platforms, and communication tools.

• Ability to identify process inefficiencies, troubleshoot automation challenges, and optimize workflows.

• Capacity to collaborate with support teams, translate pain points into automated solutions, and document processes effectively.

• Basic knowledge of Large Language Models, prompt engineering, or AI-powered automation workflows.

• Experience with REST APIs, OAuth, API keys, and JSON payloads.

• Strong analytical skills to investigate complex production issues.

• Familiarity with Jira, Confluence, or Asana is a plus.

• Understanding of mobile app functionality, including versions, updates, and device compatibility, is a plus.

• Knowledge of subscription models, renewals, refunds, and invoicing is advantageous.

• Experience with OpenAI APIs or other LLM providers is a plus.

• Familiarity with monitoring, logging, or observability tools is an advantage.

• Basic understanding of Git and version control workflows is a plus.

🏝️ Benefits

• A remote-first culture with a flexible working schedule, allowing you to work from anywhere in the world or at a corporate hub.

• 50% reimbursement for coworking spaces globally.

• Public holidays are based on Ukrainian or Polish holiday calendars; employees in other regions receive 12 public holidays annually.

• Full sick leave compensation.

• Partial coverage for medical insurance, sports activities, and therapy expenses.

• Equipment provided or maintenance costs covered for personal tools.

• 70% coverage for professional development courses.

• Complete coverage for corporate English courses.

• 18 working days of paid vacation and 3 personal days per year, plus an additional day for each year spent at Gismart.

• Opportunities for corporate events and team-building activities across Gismart hubs.