Support Operations Engineer

Ovii's Interpretation of the Role

The Support Operations Engineer will own AI‑driven automation and reporting layers that accelerate support agents. Partnering with data, enablement, and platform teams, you’ll design custom integrations and tools that extend beyond native Zendesk capabilities.

Role Snapshot

• Own AI‑assisted support tooling
• Build cross‑stack automation
• Maintain reporting infrastructure
• Integrate custom solutions with Zendesk
• Collaborate with data and enablement teams
• Document and scale automation workflows

Must-Have Requirements

• AI‑assisted workflow development
• Zendesk API and integration expertise
• Automation and cross‑tool workflow engineering
• End‑to‑end reporting system ownership
• support operations

Nice-to-Have Signals

• Python or similar scripting language
• RESTful API development

Work Setup

• Location: United States
• Work mode: REMOTE
• Remote scope: UNSPECIFIED
• Remote countries: United States
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Education requirement
• Relocation
• Travel
• Security clearance
• Coding test

What You'll Likely Work On

• Design, build, and maintain AI‑assisted tools that help agents triage and resolve tickets
• Own the automation layer across the support stack, creating custom integrations and cross‑tool workflows
• Partner with the Data team to create real‑time and historical reporting for volume, quality, and efficiency
• Identify repetitive agent workflows and replace them with automated or AI‑assisted alternatives
• Work with the Support Enablement Lead to embed tooling improvements into agent training and knowledge bases
• Collaborate with the Support Systems Administrator to keep automation cleanly integrated with the core Zendesk platform
• Run pilots on new tools, evaluate results, and present recommendations to leadership
• Document integration logic and automation processes for maintainability at scale

Good Fit If You Have

• Enjoy translating technical decisions for non‑technical stakeholders
• Thrive in fast‑moving, high‑ownership environments
• Passionate about reducing agent friction through automation