Automations Engineer, Post Sales Systems

Summary

ClickUp is an AI-native company building the future of work with a converged AI workspace. The Support Automation Engineer will design, build, and maintain automation and AI systems for post-sales support, enhancing customer experience and operational efficiency.

Responsibilities

• Design and build automations in Zendesk that reduce repetitive support work: ticket routing, field population, note summarization, escalation logic, and customer outreach workflows
• Develop AI-driven workflows using Zendesk AI, custom LLM integrations, and ClickUp Super Agents to automate tasks like ticket summarization, sentiment analysis, knowledge base matching, and response suggestions
• Architect low-code/no-code automation solutions using Workato, Zapier, and similar integration platforms to connect Zendesk with Salesforce, ClickUp, Maven chatbot, and other tools
• Own the full lifecycle of an automation: discovery, design, build, testing, deployment, and ongoing optimization based on usage and feedback
• Ensure seamless data flow between Zendesk, Salesforce, ClickUp, Chili Piper, Maven AGI chatbot, and other tools in the support tech stack
• Design integration patterns that keep data clean, up-to-date, and accessible to downstream systems without creating maintenance nightmares
• Build and maintain reporting dashboards and data pipelines that surface support health, automation impact, and team productivity metrics
• Partner with the Support org to identify pain points, bottlenecks, and opportunities where AI and automation can deliver measurable value
• Experiment with emerging AI/LLM capabilities (agents, RAG, fine-tuning) and determine which are production-ready for support workflows
• Build reusable AI templates and patterns that other CX Systems team members can leverage, promoting consistency and reducing duplication
• Collaborate with the broader GTM Systems Engineering team to share learnings and align on AI strategy across post-sales, sales, and finance domains
• Log AI/automation work in the team's AI Excellence registry to promote transparency and cross-team learning
• Monitor automation health, error rates, and SLAs; proactively identify and resolve issues before they impact support operations
• Gather feedback from support teams and stakeholders; iterate on existing automations to improve accuracy, reduce false positives, and adapt to evolving business needs
• Maintain documentation and runbooks so that support and CX teams understand how automations work and when to escalate issues
• Help simplify and modernize existing architecture in Zendesk and connecting systems to improve long-term maintainability
• Work closely with GTM Support teammates and leadership on intake, prioritization, and task execution
• Partner with the Support and Success organizations and key stakeholders to translate business requirements into technical specifications
• Contribute to the GTM Systems Engineering operating model: maintain task hygiene and communicate proactively on large initiatives

Skills

• 3–5+ years in systems administration, business systems engineering, or customer support platform work
• Demonstrated experience building automations or integrations that have shipped to production and delivered measurable business value
• Hands-on experience with CX platforms, particularly Zendesk at an admin level or higher
• Experience in a high-velocity, collaborative environment where you wear multiple hats and adapt quickly
• Zendesk expertise: Hands-on experience with automations, triggers, business rules, and configuration (admin-level proficiency or higher)
• Integration & API work: Comfortable with REST APIs, webhooks, and integration platforms (Retool, Workato, Zapier, or similar low-code tools)
• AI & LLMs: Familiarity with prompt engineering, LLM APIs (OpenAI, Claude, etc.), MCP, and how to safely integrate AI into production workflows
• Data & scripting: Comfortable working with JSON, SQL, or light scripting (Python, JavaScript) to build data pipelines and transform data between systems
• Salesforce integration: Understanding of Zendesk-to-Salesforce sync workflows, object relationships, and common integration patterns
• Ownership: You take full responsibility for the systems you build—reliability, documentation, and continuous improvement included
• Velocity: You move fast, iterate, and ship
• AI & Automation mindset: You're excited about LLMs and AI agents, not intimidated
• Collaboration: You're a skilled communicator who can translate between technical and non-technical stakeholders
• Growth: You're customer-centric and measure success not just by automation coverage, but by the real impact on support efficiency and quality
• Experience with ClickUp, Maven/chatbots, GTM systems, or support-focused SaaS operations

Qualifications

Must Haves

• 3–5+ years in systems administration, business systems engineering, or customer support platform work
• Demonstrated experience building automations or integrations that have shipped to production and delivered measurable business value
• Hands-on experience with CX platforms, particularly Zendesk at an admin level or higher
• Experience in a high-velocity, collaborative environment where you wear multiple hats and adapt quickly
• Zendesk expertise: Hands-on experience with automations, triggers, business rules, and configuration (admin-level proficiency or higher)
• Integration & API work: Comfortable with REST APIs, webhooks, and integration platforms (Retool, Workato, Zapier, or similar low-code tools)
• AI & LLMs: Familiarity with prompt engineering, LLM APIs (OpenAI, Claude, etc.), MCP, and how to safely integrate AI into production workflows
• Data & scripting: Comfortable working with JSON, SQL, or light scripting (Python, JavaScript) to build data pipelines and transform data between systems
• Salesforce integration: Understanding of Zendesk-to-Salesforce sync workflows, object relationships, and common integration patterns
• Ownership: You take full responsibility for the systems you build—reliability, documentation, and continuous improvement included
• Velocity: You move fast, iterate, and ship
• AI & Automation mindset: You're excited about LLMs and AI agents, not intimidated
• Collaboration: You're a skilled communicator who can translate between technical and non-technical stakeholders
• Growth: You're customer-centric and measure success not just by automation coverage, but by the real impact on support efficiency and quality

Nice to Haves

• experience with ClickUp, Maven/chatbots, GTM systems, or support-focused SaaS operations

Benefits

• REMOTE
• Visa Sponsorship: Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time.
• ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
• ClickUp collects and processes personal data in accordance with applicable data protection laws.
• ClickUp Talent Acquisition will only initiate contact via an @clickup.com email or through our official careers portal on clickup.com. We will never request fees, payments, or sensitive personal information.
• ClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria.