Helpdesk Automation Engineer

вчера

США

automationaiworkflowdebugging

Responsible for designing and implementing AI-driven automation and self-service workflows to improve helpdesk and IT systems support.

Build for an AI-amplified future by designing, launching and improving helpdesk and automation workflows with an eye towards faster and higher quality issue resolution
Be proactive: own the support and automation operating model and use demand patterns and service data to improve intake, knowledge, self-service, routing, documentation, root-cause resolution, and continuous improvement
Translate stakeholder needs and data analysis into practical solutions, rollout plans, documentation, and durable operating processes while partnering with vendors and internal stakeholders to resolve issues
Deliver amazing hands-on service by owning complex escalations across hardware, software, access, identity, applications, and endpoints
Own employee technology systems and the NYC workplace experience at our flagship office, including device lifecycle, procurement, vendors, licensing, conference rooms, shared spaces, AV, all-hands support, planned events, onboarding, and employee-lifecycle workflows

3+ years of experience in automation engineering, IT/Helpdesk support and operations, system + workflow configuration
Intensely dissatisfied with the status quo - manual, repetitive processes genuinely bother you, and you can't leave them alone. You're the person who automates their own work, then comes for everyone else's
A fast and fearless learner - you move into unfamiliar tools, systems, and problems quickly and come out the other side dangerous
Relentless automation and AI curiosity - you stay on top of what AI can do, you've built or experimented with agents and automations yourself. You have opinions about where it's genuinely useful and how to leverage AI, automation, tools, APIs and data together to drive transformation
A successful track record of independently owning improvements from problem definition through build, testing, rollout, and follow-up
Strong troubleshooting experience across hardware, software, identity and access, endpoints, applications, and basic networking
Experience supporting device lifecycle, procurement, vendors, licensing, or workplace technology
Strong judgment around security, privacy, access, automation safety, and when to escalate
Ability to work in person in the NYC office, including occasional planned event coverage
Nice to have: hands on experience with Serval, Okta, Slack, GSuite, Claude, etc.

Equity stake
Discretionary annual bonus
Unlimited PTO
Up to 16 weeks of fully-paid family leave
401(k) matching
Student loan matching program
Health, vision, dental, and life insurance
Up to $25k towards family building, reproductive health services and Gender-affirming care
$500 per year for wellness expenses
Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
$360 per quarter to spend on tickets to live events
Annual subscription to Spotify, Apple Music, or Amazon music
The salary range for this role is $95,000 - $137,000 USD. This role is equity eligible. In addition, you may receive a discretionary annual bonus based on individual and company performance. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
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This role is central to making 's Helpdesk and core IT systems proactive by default, powered by automation and AI-driven self-service. You will build smart automations, turn tricky escalations into scalable learnings and solutions, and configure best-in-class AI and automation systems for maximum impact. You’ll take ownership of the employee experience as the technical driver of how employees get help, and how recurring issues are prevented - harnessing demand patterns and data to make support feel seamless.
You’ll help build an excellent technology experience today while creating the systems and operating patterns needed for a thoughtful AI-amplified future. The right person ruthlessly challenges the status-quo, and is equally comfortable designing and building an automated workflow, debugging an access issue, or walking into a conference room before a meeting to make sure everything is humming. You’ll also play a visible role in our NYC office, helping make conference rooms, shared spaces, all-hands meetings, and everyday workplace technology dependable and easy to use.