Support Automation Engineer I

Certn•Toronto, ON

68d•Remote

About The Position

At Certn, we’re changing how trust works with The World’s Easiest Background Check. We’ve raised $127M+, earned Deloitte Fast 50™ recognition three years in a row, and we’re still only scratching the surface. Our goal is straightforward: help people move faster - into jobs, homes, and opportunities - by simplifying the path to trust. We’re not a traditional background screening company. We’re a team of curious, collaborative builders who care about solving real problems for real people. We challenge each other, move fast, and have fun doing it. If you want to grow, make an impact, and help shape products used by millions, this is your place. Let’s build what’s next, together. The Role: Support Automation Engineer I The Support Automation Engineer is responsible for efficiently resolving technical support tickets by applying software engineering principles and AI-assisted technologies. They diagnose, debug, and engineer software-centric solutions, often writing or modifying code, developing automation, and integrating AI tools into workflows to resolve problems effectively and sustainably. In this role, you’ll apply your software development experience - including debugging, scripting, understanding systems, and using engineering judgment - to both fix issues in production systems and build tooling that streamlines the support process. You’ll leverage AI not as a replacement, but as an augmentation of your engineering capabilities to accelerate investigation, generate accurate responses, automate repetitive tasks, and contribute toward scalable support solutions. This combination ensures high-quality outcomes for customers and elevates the support organization’s technical maturity and efficiency. This position follows standard business hours in your local time zone (generally 9:00am - 5:00pm). Given our globally distributed team, some flexibility may be required to accommodate collaboration across Pacific and GMT time zones. This is a live role and we are planning to fill it as soon as possible.

Requirements

Exceptional written and verbal business English, with the ability to communicate clearly and professionally with both technical and non-technical audiences.
A Computer Science degree (or equivalent).
Minimum of 2 years of experience in technical support, customer service, or fast-paced SaaS/technology-driven environments.
Strong technical troubleshooting and problem-solving skills, with the ability to diagnose root causes, analyze complex issues, and resolve them efficiently.
Experience working within defined SLAs, with the ability to prioritize and manage multiple cases effectively.
Proven ability to escalate, track, and manage critical issues effectively, ensuring timely resolution and customer satisfaction.
Experience working cross-functionally with support, product, and engineering teams.
Hands-on experience creating and maintaining troubleshooting guides, FAQs, and internal documentation, with a high level of accuracy and attention to detail.
Familiarity with CRMs and ticketing software such as Zendesk, Atlassian products, and other SaaS tools commonly used in customer support.
Strong client-facing experience handling inquiries via live chat, email, and phone, with a passion for delivering exceptional service.
Comfort working in fast-paced, ambiguous environments, with the adaptability and learning agility to quickly master new tools, technologies, and processes.
A proactive mindset with the desire to “roll up sleeves” and get the job done, ensuring tasks are completed to a high standard.
Passionate about delivering exceptional customer experiences and contributing to process improvements that enhance team efficiency.

Responsibilities

Resolve the root cause of technical problems escalated from client-facing teams
Stay up to date on product training and technical knowledge
Ensure proper internal tagging and administration to identify support drivers for the product team
Communicate and escalate emerging issues with Engineering (SRE) and Product teams via approved escalation paths
Share feedback with Support Specialists and Team Leads for specific tickets that could have been resolved by Tier 1 but were escalated to Tier 2
Contribute to the team's customer satisfaction metrics delivering feedback levels in line with SLA
The Support Automation Engineer handles frontline support via email when there are scheduling gaps or unexpected volume spikes
Assist in the support team as a mentor, trainer or technical coach as needed
Participate in and assist with Support’s strategic projects as needed
Act as point of contact for and become an expert in troubleshooting Support issues
Help identify opportunities for process and product improvements within the Certn Support team and make recommendations to management and leadership
Document Technical Support processes and troubleshooting guides for other client-facing teams in Guru
Help identify opportunities for improvement to Certn Help public self-help documentation and work with Knowledge Management stakeholders to implement improvements