Automation Engineer (Colorado)

Open Approach•Fort Collins, CO

8d•Hybrid

About The Position

Open Approach is seeking an Automation Engineer to define and lead the company's expansion into automation within its Managed Services Provider (MSP) organization. This role combines AI/ML, scripting, and IT operations to build intelligent systems that enhance business operations and client service delivery. The engineer will automate internal workflows and service delivery processes, and increasingly design AI-driven solutions for scaled operations with minimal manual intervention. This is a high-impact role that will significantly influence service quality, margin, scalability, and client experience. The company encourages candidates to share links to their GitHub, scripts, or other coding projects.

Requirements

5+ years of experience in IT operations and DevOps (within an MSP or similar environment is strongly preferred).
Professional coding experience (PowerShell required; Python strongly preferred, especially for AI/ML integrations and API development).
Experience working with RMM platforms, PSA/ticketing systems, Microsoft 365 / Azure, Windows Server environments.
Experience working with APIs and automation frameworks.
Strong understanding of IT infrastructure (networking, servers, cloud services).
Strong understanding of CI/CD, Git, version control, and build-to-scale mindset.
Ability to analyze workflows and identify automation opportunities.
Strong documentation and process design skills.
Ability to balance innovation with operational stability.
Hands-on experience with AI/LLM APIs (Anthropic, OpenAI, etc.) and prompt engineering for practical automation use cases.
Familiarity with agentic AI frameworks (e.g., LangChain, AutoGen, Semantic Kernel) or demonstrated ability to build multi-step AI-driven workflows.
Demonstrated curiosity and self-direction when it comes to exploring new AI capabilities and applying them to real business problems.
At least 5+ years of technical experience is required.

Responsibilities

Identify, design, and implement automation to streamline MSP operational workflows.
Integrate and automate workflows across RMM, PSA, monitoring, ticketing, and documentation platforms.
Collaborate with Service Desk, NOC, and Engineering teams to eliminate repetitive tasks.
Develop scripts, tools, and workflows with scalability in mind to reduce manual intervention and human error.
Build and deploy AI-powered internal tools using large language model APIs (e.g., Anthropic, OpenAI) to automate decision-making, content generation, and operational triage.
Design and maintain automated workflows that can handle multi-step operational tasks such as ticket enrichment, escalation routing, and documentation generation.
Identify internal processes where AI-assisted summarization, classification, or prediction can reduce technician workload and improve response quality.
Design automated remediation for common client issues (e.g., service restarts, disk cleanup, patch failures).
Implement event-driven automation triggered by monitoring alerts.
Automate client onboarding/offboarding processes.
Leverage APIs to integrate with cloud platforms (Azure, M365, AWS, etc.).
Contribute to automation frameworks for client environments (e.g., provisioning, compliance checks, security baselines).
Design and implement AI-driven automation for ticket triage, issue categorization, root cause identification, and automated client communications.
Develop client-facing deliverables such as automated health reports, anomaly summaries, and proactive alert narratives generated from telemetry data.
Partner with client-facing teams to identify opportunities where automation can reduce ticket volume, accelerate resolution, and improve client satisfaction scores.
Evaluate and integrate AI tooling and platforms (e.g., Claude Code / Cowork, AI-enabled RMM/PSA features, third-party LLM APIs) into client automation pipelines.