Key Responsibilities:
Automation & Process Optimization:
- Design, develop, and maintain automation tools, scripts, and workflows to streamline repetitive support tasks.
- Automate processes such as data collection, ticket categorization, issue resolution, and reporting.
- Propose and implement automation strategies to improve response times and support efficiency.
Data Analysis & Reporting:
- Collect, clean, and analyze support-related data to identify trends, bottlenecks, and areas for improvement.
- Generate insights and reports for stakeholders to support business decisions.
- Handle ad-hoc data requests, including retrieval, analysis, and custom reporting.
Technical Support & Integration:
- Develop dashboards and monitoring tools to provide real-time visibility into support operations.
- Troubleshoot and resolve complex technical issues using automation and data-driven insights.
- Work with APIs (e.g., REST) to integrate data across systems such as Salesforce, Jira, and internal tools.
Documentation & Collaboration:
- Maintain comprehensive documentation for automation workflows, data models, and dashboards.
- Collaborate with support engineers, product teams, and customer success managers to align on process improvements.
Technical Skills:
- Strong SQL skills for database querying and management.
- Proficiency in Python and Bash scripting for automation.
- Hands-on experience with APIs (REST) and data integration techniques.
- Knowledge of UNIX/Linux commands and shell scripting.
- Experience with Jira for issue tracking and reporting.
- Familiarity with Salesforce for CRM and support case management.
- Exposure to DevOps tools like Git for version control.
- Experience with cloud platforms (AWS preferred) is a plus.
Soft Skills:
- Strong problem-solving and analytical skills to identify and resolve complex issues effectively.
- Excellent communication and collaboration abilities to work seamlessly with cross-functional teams and stakeholders.
- Ability to thrive in a fast-paced, dynamic environment and perform under high-pressure situations.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 3+ years of experience in software development, automation engineering, or a similar role.
- Proven experience in automating support processes and workflows.
