Senior Tooling and Automation Engineer
About The Position
The Senior Tooling and Automation Engineer is a hands-on builder responsible for making the Managed Services tooling ecosystem work as one connected system. The role builds integrations, automations, skills, and apps linking RMM, network monitoring, backup reporting, and service management platforms, using AI-assisted development as a primary way to produce code. The position owns Jira Service Management configuration end to end, manages the alerting lifecycle so teams receive meaningful signals, and serves as the senior escalation point for tooling failures. Each core platform has a day-to-day administrator. This role owns the connective layer between platforms and establishes standards for integrations, alerting, and customer rollouts, working with platform administrators on changes within their tools. Where the stack has a gap, the engineer leads build-or-buy decisions from business justification through evaluation and rollout. Candidates should be prepared to demonstrate working code built with AI assistance. The engineer ensures customer tooling is fully deployed and tuned to each environment, explains tools and their effects to customers, produces operational reporting for delivery leadership, and works within an ITIL-aligned change management framework. Integrations, automations, and configuration must be documented to support auditability and avoid dependence on one person.
Requirements
- Demonstrated fluency with AI-assisted coding tools such as Claude, Cursor, Replit, or similar, producing working, maintainable code and examples the candidate can explain.
- Hands-on experience building integrations using REST APIs, webhooks, and structured data such as JSON and XML, including common authentication methods.
- Scripting and development capability in a language such as Python, PowerShell, or JavaScript, with working use of Git for source control.
- Experience administering Jira Service Management or a comparable ITSM platform, including workflows, request types, and automations.
- Working knowledge of RMM, network monitoring, and backup tooling, and experience tuning alerts to reduce noise.
- Solid understanding of ITIL and change management, with the ability to work within a structured framework.
- Strong troubleshooting skills across platforms, integrations, and automation, and clear customer-facing communication skills.
- At least 5 years in an MSP or enterprise IT environment focused on tooling, automation, or systems integration, building and owning integrations rather than only using tools.
- Bachelor's degree in information technology or a related field, or equivalent hands-on experience.
Nice To Haves
- Direct experience with NinjaOne, Auvik, Bocada Cloud, or Jira Service Management.
- Experience leading tool evaluations and vendor selection, including proof-of-concept work and business justification.
- Familiarity with workflow-automation or iPaaS platforms.
- Experience as the first or only person responsible for a whole tooling stack.
Responsibilities
- Design, build, and maintain platform integrations using APIs, webhooks, and email, writing connecting code, skills, and apps with AI-assisted development tools.
- Own Jira Service Management configuration, including screens, workflows, custom ticket and request types, automations, and queues.
- Identify noise across the alerting cycle and tune the stack so only actionable alerts reach the team.
- Serve as the senior escalation point for tooling failures, including broken integrations, misbehaving automation, authored scripts, and false-positive alerts.
- Set and enforce standards for how core tooling integrates and alerts, working with each platform's administrator on changes inside their tool.
- Identify tooling-stack gaps and lead build-or-buy decisions, including business justification, evaluation, and end-to-end rollout of new tools.
- Ensure every customer's tooling is fully rolled out and tuned to their environment, including customer-agreed OS patching and observability alerting policies.
- Explain tooling to customers in plain terms, including what it does, how it installs, and its impact on their environment.
- Produce service level objective, utilization, and operational reporting for delivery leadership from tooling data.
- Execute work within an ITIL-aligned change management framework and document integrations, automations, and configuration for auditability and continuity.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan with company match, subject to an annual dollar cap
- Flexible time off plan
- 15 paid holidays
- Sick leave, with amount varying by state requirements and at least the applicable state minimum
- Short-term disability
- Long-term disability
- Life insurance
- Paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
