Support Operations Engineer

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

📋 Description

• Analyze recurring support metrics and dashboards to discover support demand, efficiency in case handling, trends, and atypical patterns.

• Assist in transforming support data into targeted improvement opportunities.

• Design and uphold workflows, playbooks, forms, and service catalog experiences in ServiceNow.

• Participate in agentic AI experiments by crafting prompts, designing evaluations, and analyzing outcomes.

• Identify knowledge deficits, conduct support audits, and enhance the knowledge utilized by individuals, automations, and AI-driven experiences.

• Collaborate with Escalations and Partner Success teams to gain insights into recurring challenges.

• Convert frontline issues into requirements and priorities for tools, automation, and process enhancements.

• Cultivate technical skills across data management, ServiceNow, automation, and AI through learning, shadowing, hands-on delivery, and self-guided development.

• Ensure project visibility and manage work through team backlogs and ticketing systems.

• Maintain open communication and availability during business hours.

• Enhance reporting, knowledge quality, automation, and tools to resolve persistent support challenges.

⛳️ Requirements

• Practical experience in technical support, support operations, information technology, or roles involving data or automation, coupled with a strong technical aptitude.

• Familiarity with ServiceNow, reporting technologies, or low-code automation platforms.

• Proficient in using spreadsheets, operational reports, data analysis, and basic queries.

• An inquisitive mindset towards AI, automation, and agentic workflows.

• Capable of producing clear and structured documentation.

• Skilled in translating frontline issues into actionable tooling, process, or automation solutions.

• Competent in identifying root causes of recurring challenges.

• Demonstrated ownership of tasks, visible progress, and adherence to consistent building and documentation standards.

• Relevant educational background or equivalent practical experience.

• Familiarity with ServiceNow and Knowledge-Centered Service principles is advantageous.

• A genuine interest or experience in AI and automation is a plus.

• Must possess valid authorization to work in the United States.

• Candidates must successfully complete pre-employment checks, including identity verification, reference requests, and qualification assessments.

🏝️ Benefits

• 401(k) with Company Match.

• Medical, Dental & Vision Coverage.

• Employee Assistance Program (EAP).

• Employer-Paid Life, AD&D, Short-Term Disability & Long-Term Disability Insurance.

• Flexible Open PTO.

• Paid Sick Leave.

• Paid Parental Leave.

• RTD EcoPass (for eligible Colorado-based employees).

• Access to an internal development hub.

• Learning & Development trainers.

• AI-powered tools.

• Mentorship from experienced "born in the cloud" professionals.

• Opportunities for cross-continent collaboration.

• Pre-employment checks provided to candidates for their records.