自动化工程师，售后系统
Automations Engineer, Post Sales Systems
在 ClickUp，我们正在打造未来的工作方式：首个真正融合 AI 的工作空间，将任务、文档、聊天、日历和企业搜索统一起来，并通过以情境为中心的 AI 进行加速。我们是一家以 AI 为核心的企业。每位团队成员都需每天使用 AI，我们在招聘过程中会评估 AI 熟练程度。加入我们，一起重新定义可能性。🚀
职位概述
作为售后系统团队的 Support Automation Engineer，你将设计、构建和维护推动 ClickUp 售后支持组织的自动化和 AI 系统。你将负责将 Zendesk 和相关 CX 平台中的业务流程转化为可扩展、智能的自动化方案，减少人工操作，提升客户体验，并让我们的支持团队专注于高价值互动。
这个职位位于工程严谨性和客户同理心的交汇点。你将与支持和成功团队、GTM 系统领导以及跨职能利益相关者紧密合作，通过自动化消除繁琐工作，通过 AI 提取洞察，并构建适应支持团队实际工作方式的系统。在这里茁壮成长的人行动迅速，对所构建的内容有完全的责任感，并真正热衷于将 AI 应用于实际的运营问题。该职位是 GTMSOE 更广泛使命——在整个 GTM 组织中实现运营卓越——的直接贡献者。
主要职责
AI 驱动的自动化设计与开发
- 在 Zendesk 中设计和构建自动化方案，减少重复性支持工作：工单路由、字段填充、笔记摘要、升级逻辑和客户沟通流程。
- 使用 Zendesk AI、自定义 LLM 集成和 ClickUp Super Agents 开发 AI 驱动的流程，自动化任务如工单摘要、情感分析、知识库匹配和回复建议。
- 使用 Workato、Zapier 和类似集成平台设计低代码/无代码自动化解决方案，将 Zendesk 与 Salesforce、ClickUp、Maven 聊天机器人等工具连接。
- 负责自动化的全生命周期：发现、设计、构建、测试、部署和根据使用情况和反馈进行持续优化。
CX 系统集成与数据流
- 确保 Zendesk、Salesforce、ClickUp、Chili Piper、Maven AGI 聊天机器人和其他支持技术栈工具之间的数据流畅。
- 设计集成模式，确保数据干净、及时更新并可供访问。
查看英文原文
At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀
JOB SUMMARY
As a Support Automation Engineer on the Post Sales Systems team, you will design, build, and maintain the automation and AI systems that power ClickUp's post-sales support organization. You'll be responsible for translating business workflows in Zendesk and related CX platforms into scalable, intelligent automations that reduce manual effort, improve customer experience, and free up our support team to focus on high-value interactions.
This role sits at the intersection of engineering rigor and customer empathy. You'll partner closely with the Support and Success organizations, GTM Systems Leadership, and cross-functional stakeholders to automate away toil, surface insights through AI, and build systems that adapt to how support teams actually work. The kind of person who thrives here moves fast, takes full ownership of what they build, and is genuinely excited about applying AI to real operational problems. This role is a direct contributor to GTMSOE's broader mission of operational excellence across the GTM org.
KEY RESPONSIBILITIES
AI-POWERED AUTOMATION DESIGN & DEVELOPMENT
- 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.
CX SYSTEMS INTEGRATION & DATA FLOW
- 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.
AI CAPABILITY EXPANSION
- 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.
RELIABILITY & CONTINUOUS IMPROVEMENT
- 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.
CROSS-FUNCTIONAL COLLABORATION
- 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.
QUALIFICATIONS
EXPERIENCE
- 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.
- Optional but valued: experience with ClickUp, Maven/chatbots, GTM systems, or support-focused SaaS operations.
SKILLS & COMPETENCIES
Technical
- 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. You don't need to be an ML engineer, but you should understand when and how to apply AI to solve real problems.
- 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.
Operational & Mindset
- Ownership: You take full responsibility for the systems you build—reliability, documentation, and continuous improvement included. You don't hand off and walk away.
- Velocity: You move fast, iterate, and ship. You embrace "done is better than perfect" when appropriate, but never at the expense of reliability or customer trust.
- AI & Automation mindset: You're excited about LLMs and AI agents, not intimidated. You experiment, learn quickly, and know when to apply new tools and when to stick with what works.
- Collaboration: You're a skilled communicator who can translate between technical and non-technical stakeholders. You ask clarifying questions, challenge assumptions respectfully, and build trust with the teams you support.
- Growth: You're customer-centric and measure success not just by automation coverage, but by the real impact on support efficiency and quality.
WHAT YOU'LL WORK WITH
- Zendesk: Primary CX platform—automations, triggers, custom fields, custom apps, and reporting.
- ClickUp Super Agents: AI-powered automation and task orchestration within the ClickUp ecosystem.
- Salesforce: Zendesk-to-Salesforce integration, data sync, field mapping, and cross-system workflows.
- Integration stack: Workato, Zapier, and possibly Retool for custom apps and workflow orchestration.
- Maven chatbot & AI tools: In-app support, ticket automation, and AI-driven customer interactions.
- Data & reporting: ClickUp, Salesforce dashboards, and custom data pipelines for support metrics and insights.
Equal Opportunity Employer
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.
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Visa Sponsorship
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