Note: The job is a remote job and is open to candidates in USA. WeSuite builds specialized software for the security systems industry, helping integrators and dealers manage quoting, sales workflows, and customer relationships more efficiently. As a Customer Support Automation Engineer, you will design AI-powered workflows to automate support tasks, improve customer experience, and integrate various systems.
Responsibilities
- Design and build AI-powered workflows that automate repetitive support tasks across multiple systems
- Connect AI tools, APIs, and business applications into seamless support processes
- Continuously identify opportunities to automate customer interactions and internal support operations
- Resolve customer support tickets to develop deep product expertise and understand common customer challenges
- Work closely with the support team to identify recurring issues that can be solved through automation
- Use each support interaction as an opportunity to improve future workflows rather than simply resolving the immediate issue
- Build and maintain integrations between support platforms, AI tools, ticketing systems, and internal applications
- Collaborate with Product, Development, and QA teams to improve automation accuracy and reduce manual work
- Measure automation effectiveness and continuously improve workflows based on customer outcomes and team feedback
Skills
- 3–5 years of experience in SaaS customer support, technical support, solutions engineering, or a similar customer-facing technical role
- Experience building automations using APIs, AI tools, workflow platforms, or support systems
- Strong problem-solving skills and curiosity : you enjoy figuring things out independently and finding better ways to solve recurring problems
- Excellent communication skills and the ability to work closely with both technical and non-technical teammates
- Comfortable learning new technologies quickly and adapting as AI tools continue to evolve
- Experience with Zendesk or similar customer support platforms
- Experience working with AI chatbots, virtual agents, or AI-powered support tools
- Familiarity with APIs, webhooks, or workflow automation platforms
- Experience creating knowledge base content or improving internal support processes
- Basic scripting or technical troubleshooting experience
Benefits
- Remote (North America)
- We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience.
- Candidates who require alternative accommodation may request it at any stage of the recruitment process.
- Fluent Software Group is committed to building diverse, equitable, and inclusive teams.
- We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.
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