Automations Engineer, Post Sales Systems

About the role

This position involves developing and maintaining AI-driven automation systems for ClickUp's post-sales support. You will translate business needs within customer experience platforms into intelligent automations, aiming to reduce manual tasks and improve customer interactions. This role focuses on applying engineering principles and customer understanding to enhance support operations.

Key facts

What you'll do

• Design and implement automations in Zendesk for tasks like ticket routing, field population, and customer communication.
• Create AI-powered workflows using Zendesk AI, custom large language models, and ClickUp Super Agents for functions such as ticket summarization and response suggestions.
• Build low-code/no-code automation solutions using platforms like Workato and Zapier to connect Zendesk with other business tools.
• Manage the entire lifecycle of automations, from initial discovery and design to deployment and ongoing optimization.
• Ensure smooth data exchange between Zendesk, Salesforce, ClickUp, and other support technology systems.
• Develop data integration patterns that maintain data accuracy and accessibility without creating complex maintenance.
• Construct reporting dashboards and data pipelines to monitor support performance and automation impact.
• Collaborate with the Support team to identify areas where AI and automation can add value.
• Experiment with new AI and LLM capabilities, determining their suitability for support workflows.
• Create reusable AI templates for other team members to ensure consistency and efficiency.
• Share insights and align on AI strategy with the broader GTM Systems Engineering team.
• Document AI and automation projects in the team's registry for transparency and learning.
• Monitor automation health, resolve issues, and gather feedback to improve existing automations.
• Maintain documentation and runbooks for support and CX teams to understand automation processes.
• Work to simplify and update existing system architectures to improve long-term maintenance.
• Partner with GTM Support leadership on project intake, prioritization, and execution.
• Translate business requirements into technical specifications for support and success organizations.
• Contribute to the GTM Systems Engineering operating model by maintaining task hygiene and communicating project progress.

Requirements

• 3 to 5 years of experience in systems administration, business systems engineering, or customer support platform roles.
• Proven experience developing and deploying automations or integrations that have delivered measurable business benefits.
• Hands-on experience with customer experience platforms, specifically Zendesk at an administrator level or higher.
• Experience in a fast-paced, collaborative environment where you adapt quickly to changing needs.

Nice to have

• Experience with ClickUp, Maven chatbots, GTM systems, or support-focused SaaS operations.

Skills & tools

• Zendesk: Automations, triggers, business rules, configuration (admin-level proficiency).
• Integration & API work: REST APIs, webhooks, Retool, Workato, Zapier.
• AI & LLMs: Prompt engineering, LLM APIs (OpenAI, Claude), MCP, integrating AI into production.
• Data & scripting: JSON, SQL, Python, JavaScript.
• Salesforce integration: Understanding of Zendesk-to-Salesforce sync, object relationships.

Practical notes

• Visa sponsorship is not available for this role, as it is outside of engineering and product departments.
• ClickUp uses AI and machine learning to assist in reviewing applications, but human decision-making remains central.
• All official communications will come from an @clickup.com email or the official careers portal.