Automation Support Engineer

Job Description

Company Description:
DigitalGenius is a venture-backed artificial intelligence company delivering practical applications of AI and APIs to some of the largest and fastest growing customer service operations in the world. We’re a dedicated team of conscientious and hard working young professionals committed to driving CX Excellence in E-Commerce. Our team is headquartered in London with colleagues based across the UK, EU, Canada, and US. This role is open to candidates in the UK or EU.

Role & Responsibilities:

Automation Support Engineers at DigitalGenius will be part of a new Support function within the Service Delivery department. As part of the wider Service Delivery team, Automation Support Engineers are responsible for triaging ad-hoc support requests from customers and supporting Solution Engineering team with ongoing maintenance of existing solutions in an Agile manner. This includes: configuration, optimisation, documentation, testing, monitoring, and troubleshooting.

• Ensure timely triaging of customer issues by managing multiple technical support requests.
• Attend sprint ceremonies to prioritise and review support requests from account teams.
• Adapt and optimise automation processes via our Visual Flow Builder
• Write and maintain documentation of technical configurations and processes.
• Internal initiatives to improve Service Delivery processes.
• Identify and communicate product enhancement potential to our Product team.

Requirements

Required:

• Strong organisational and time management skills
• Excellent communication, critical thinking & analytical skills

Preferred:

• Experience working with Customer Service CRMs (e.g. ServiceCloud, Zendesk, Freshdesk, Gorgias)
• Experience working in a Support function
• Experience working in Ecommerce
• Experience building automated process flows
• Interest in AI and Machine Learning concepts

Benefits

• WeWork membership for remote employees
• Annual Company Week Off (in addition to Vacation Policy)
• Birthday Off (in addition to Vacation Policy)
• Monthly $210 fitness stipend
• Freedom to experiment with your own ideas
• Environment to develop yours skills without bureaucracy or red-tape