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Support Automation Engineer I
Full-time
About Certn
At Certn, we're changing how trust works with The World's Easiest Background Check. We've raised $127M+, earned Deloitte Fast 50 recognition three years in a row, and we're still only scratching the surface. Our goal is straightforward: help people move faster — into jobs, homes, and opportunities — by simplifying the path to trust.
The Role
The Support Automation Engineer is responsible for efficiently resolving technical support tickets by applying software engineering principles and AI-assisted technologies. They diagnose, debug, and engineer software-centric solutions, often writing or modifying code, developing automation, and integrating AI tools into workflows to resolve problems effectively and sustainably.
You'll leverage AI not as a replacement, but as an augmentation of your engineering capabilities to accelerate investigation, generate accurate responses, automate repetitive tasks, and contribute toward scalable support solutions.
Key Responsibilities
Resolve the root cause of technical problems escalated from client-facing teams
Maintain current product knowledge and technical expertise
Tag and document support issues for product team analysis
Communicate and escalate emerging issues with Engineering (SRE) and Product teams
Mentor Tier 1 specialists on complex ticket resolutions
Handle frontline email support during scheduling gaps or volume spikes
Identify process and product optimization opportunities
Document technical support processes and troubleshooting guides
Requirements
Computer Science degree or equivalent
Minimum 2 years technical support, customer service, or SaaS experience
Strong diagnostic and root-cause analysis abilities
Experience managing multiple cases within defined SLAs
Familiarity with Zendesk, Atlassian products, and support software
Live chat, email, and phone support experience
Hands-on experience creating and maintaining troubleshooting guides, FAQs, and internal documentation
Benefits
32 paid time-off days annually
$500 remote work setup stipend
$1,000 annual professional development budget
Remote-first environment with AI-integrated workflows
