Support Operations Engineer

Role overview

Help improve technical support by using operational data, workflow tools, knowledge resources, and emerging AI capabilities to address recurring problems. This entry-level engineering role combines hands-on learning with practical improvements to support processes and tools, in collaboration with experienced engineers and frontline teams. The position is remote within the United States and includes maintaining clear communication and availability during business hours.

Responsibilities

- Review support reports and dashboards to identify demand patterns, case-handling trends, and issues that need further investigation. - Build and maintain workflows, forms, playbooks, and service catalog experiences in a service management platform. - Contribute to AI and automation experiments by helping develop prompts, design tests, and assess results against support needs. - Identify gaps in support knowledge, assist with audits, and improve information used by staff, automations, and AI-based tools. - Work with escalation and partner-facing teams to turn recurring challenges into requirements and priorities for tooling and process improvements. - Track project and build work through team backlogs and ticketing processes, while developing skills through training, shadowing, and delivery work.

Requirements

- Practical experience in technical support, support operations, IT, data, or automation, or demonstrable technical aptitude. - Some familiarity with a service management platform, reporting tools, or low-code automation. - Comfort examining spreadsheets, operational reports, data, and straightforward queries to understand trends. - Interest in AI, automation, and agent-based workflows, with a willingness to learn through experimentation and feedback. - Ability to document technical information clearly and translate frontline problems into structured requirements.

Benefits and work setup

- Remote role in the United States. - Benefits include medical, dental, and vision coverage; a 401(k) with employer match; life and disability coverage; an employee assistance program; open paid time off; paid sick leave; and paid parental leave. - Colorado-based employees may be eligible for a regional transit pass. - Development support includes an internal learning hub, specialist trainers, mentoring, and opportunities to collaborate across regions.